Bad backup service on mattress that sags with in 2 years of service!

Mattress springs sags within 2years of service. Phoned the rep,David, and I was told also to phone the CEO,Jade Cole, with no response. Even after emailing them still no response. Them being petty about a mark or two on the mattress and not recognising their bad product! The mattress is not worth the money I paid (R5200.00) . What does a 5 year guarantee and 25 year warranty mean if there's now backup service!!!