Bad service from truewood on pressed wood in my headboard and not siligna wood

I bought a very expensive bedroom set and then my house flooded in 2016, and then the set was replaced by my insurance. there is a lifetime guarantee on their products, My headboard is splintering and I sent them pictures as proof as it also seems that there are bugs biting me during the night. I realised it is not Saligna wood as per the invoice, but pressed wood in the headboard. They responded immediately by calling me after my email and now ignore me completely, I also reached out on Facebook but the reply is computerized. I am so disappointed in their after sales service as it is unacceptable to ignore me, especially after receiving the pictures