Terrible service and communication

I bought a mattress in 2022, it was a dud. I posted a complaint and it was switched out thankfully as it was just under a year old at the time. The mattress was much better, I'm only home twice a week so that's 2-3 nights a week I use it but less than a year later and one month of continual use for the first time the mattress dipped. I am under the weight limit of the mattress yet this happened again. Once again going through the right channels this time, I spoke to the consultant to switch the mattress out again because the dip was visible this time. I paid a fee because it was out of warranty, I sent the proof of payment at the end of November 2023, waited a week for an update. I then started calling and emailing to find out about when my mattress would be replaced. It is now 23 January and after threatening to write this post I got a call last week to say they were going to find out what was happening. I have again emailed the person handling the sale and there is radio silence. I understand it was the holidays but its been two months and I have no information on when my mattress will be replaced, I know I'm not your only client but I do expect proper service when I have payed for it.