Sagging mattress after 10 months with no assistance during the complaint process with the manufacturer

I bought a Cloud Nine Blue Eclipse - Queen Mattress from yourselves in October 2019 and I logged a complaint on 31 August 2020. The mattress is sagging significantly on both sides of the mattress not even 10 months after the purchase. This mattress is rated for up to 125kg and my wife and I are just over that rating combined! The sagging around the hip area is significant and both of us wake up with a stiff lower back.

Cloud Nine sent the field engineer and the response was just a simple no factory problem was found and the mattress still measures within specifications. What total nonsense. Their lack of service or just even proper feedback or engagement is mind boggling. Total disregard of clients. My frustration then also feeds back to The Mattress Warehouse. I have had absolutely no assistance from The Mattress Warehouse in this regards, only 10 months down the line. I bought the mattress from you, not Cloud Nine, and if the manufacturer says they just can't help, from my understanding, you should assist in this regard, and apart from the logging of the complaint, I have had no assistance from yourselves.

Based on the feedback on this forum related to Cloud Nine, this is not the first occurrence of such a complaint. Also started a complaint process through the Consumer Ombud. I am really disappointed in your lack of assistance in this regard, as you have been part of all the communication in this regard.