Poor service/ Exchange / refund

I bought a bed online in 2022 and not a year later the trimmings of bed started to come off. I requested for an exchange in December and I’ve been sent back and forth ever since. They approved my bed to be replaced and delivery would be scheduled for 15 February I should make arrangements for someone to be at home which I did but no turn up, I called and they then told me they were out of stock of the bed I want and that I should choose another bed and pay the difference I agreed but getting them to do the order for me for a new bed was another struggle they are still having to get back to me. They don’t pick up their calls and don’t answer emails when they promise they’d answer emails . Sleeping on the floor is better than lying on this bed which is giving me back problems. I requested a refund to see if it would be faster and no response.