Bed sagging after 2 months

I've contacted The Bed Shop in PMB and was assisted by Ronika, we bought a king size bed in December and it's already sagging, she requested me to send the complaint via email to *** together with the pics of the bed and I did last week Thursday 09/05 and till today she hasn't called back or let alone acknowledged receipt of the mail. Although she took our details with the promise to call back after investigating, no callback received yet. Can the store please contact me or give me correct details of whom to contact to get help.