Damaged incomplete product. Cannot get a return

Having been a satisfied customer for quite some years this last experience has been dreadful and very disappointing. A day bed was delivered 3 weeks ago damaged, and additionally did not represent what was advertised in both text and photo. The damage was spotted when the bed was almost assembled and despite being asked to take back the product immediately the delivery crew maintained that a return by them was not possible and that we'd have to go via customer service. A return was duly logged on the Mattress Warehouse website, including reasons and pictures as required. A service agent responded requesting same and after receiving such stated that she was awaiting a reply from the supplier. My response was that I had dealt with and paid MW, not any other party and expected a decision to be made by MW. They had my reasons for a refund at hand. The reply was that MW are not the holders of the guarantee or warrantee and could not interfere. We shop with many on line retailers and have never had such a response. I was promised a follow up with the team to ensure the issue would appropriately handled, and that I would be provided with an immediate solution and that she would be in touch. I've had no response from the agent since despite follow up emails and a request from me for this to be escalated to management. Two calls to the customer service desk were also met with promises to resolve and get back in touch with me. I've heard from neither of them. It's been 3 weeks now since the day bed was delivered and we are no further to understanding what MW response will be. I'm a very dissatisfied customer and doubt I will purchase from MW again.