Truewood Furniture Kolonade - Broken bed

I wish I could give this review no stars. We bought a bedroom set from them in 2014 and at the beginning of August, we noticed a problem with the baseboard of the bed. I immediately contacted them for assistance to rectify the situation. I sent my initial email on 8 August 2023. Today a month later they haven't contacted me.

In the meantime, the support beam has broken and I fell out of bed because of this. We had to get medical assistance due to the nature of the fall.

I have checked their guarantee and wood furniture has a 10-year guarantee. I do not want to void the guarantee by getting a third party involved to fix the bed.

I tried to get hold of them again today but nobody is answering their phones.