Pathetic customer experience

Bought a few beds from TMW online. One of them being a King bed set. My selection was for a medium firmness mattress which turned out to be a hard mattress. Had the mattress replaced with a less hard mattress at additional cost but arrives ripped. Was promised a replacement within 2 weeks, 6 weeks later no one has come back to me and every time i query this with the sales person I get no result. I want a replacement or a full refund including the cost to exchange what was originally a defective product.