Restonic matress under warranty

I laid a complaint against Restonic and Lewis for selling me a matress which has a defect in. The matress is still under warranty and nobody seems to help me with my problem. Kobus Koch have asked us to give him time till today 2016-01-22 to replace the matress. We have tried to e-mail him, but it seems his e-mail doesn't exist anymore. We don't have another contact number of him. Lewis also said they will come back on the 12th of January 2016 to us because Restonic's workshop has been closed during the festive season. Till today not him nor Lewis has come back to us regarding our complaint. Please tell me what to do? Must I go to the ombudsman? Please advice me on this matter. Thank you.