Shocking service...

Bought a double bed for my daughter end of 2019 for her birthday. Springs coming out.. collapsing ... shocking quality. I have proof of payment for exchange. They are refusing to exchange it or reimburse as their mainframe was ******/destroyed in the floods so they can't print us a slip or verify the sale????? Have phoned at least 10 times and getting the run around. Bed is not even 2.5 years old and under warranty. Going to report them to the Consumer Counsel.