Shocking customer service

Despite a complaint being lodged on 27 January 2021, and an assurance that an order was placed on 05 February 2021 for a replacement mattress I had purchased in December 2020, to date I still have not received the replacement mattress. I constantly send emails to follow up and query. I was told it would take 10-15 business days (23 February 2021) yet as at 15 March 2021 I still have not received updated correspondence. What disgusting and shocking service from a provider who professes to pride themselves on customer service (which is non-existent) and who has been in business for so many years!