No Feedback on Return

Having trouble getting feedback from this company in respect of a mattress bought and which is still under guarantee. Email was sent on 28 December 2020 and the only feedback that I have received to date was when I was cc'd in an email where KG Matsane asked Sandy and Thato to log a complaint with the supplier. That was on 5 January 2021. No feedback to date although I have followed up numerous times.