The Mattress King Springfield

I was promised that my mattress which is still under warranty will be replaced with a new mattress, after weeks of followups, the customer service lady (Marise) at the spring field branch ensured me via email the delivery guys will contact me to arrange time and date, its been more than a month since that email and nothing has happened. This entire situation is ongoing for 3 months now, I keep following up and no one responds to my emails , I called her and she promised to call me back before the end of the day which was 3 weeks ago, I am still awaiting her call. The Manager Dane, spoke to my husband and promised to call him back as Marise was out, he never returned the call. I have also sent Dane a message which he read and didnt respond to..Marise gave me his number , thats how I made contact.. What is so difficult about giving me firm answers as to whats going on and when I can expect my mattress, why all the lies and avoiding my emails, The Mattress is sinking on one side and the fabric has cotton bobbles everywhere , and this is a guest room mattress , just over one year old and hardly used. They give you great customer service to sell you a product, but PATHETIC After sales service.. and this is apparently also regarded as the headoffice. I will never reccommend this store to anyone. Heres to hoping I get a new Mattress and a response to my emails. I will most definitely not let this go until I do, I have a long trace of emails which I will be submitting to the ombudsman next.