UFO Appalling service

I bought a queen size bed in 2017 which carries 15 year warranty. Mattress is now making squeaky sound and hurting my back. I went to report the matter with the branch manager on 29 April 2021 and again escalated the matter to their area manager who promised to follow up for me. A week later branch manager called me to return mattress for repairs, never heard of. i asked her what to use while they have mattress, she promised to come back to me. I then received email saying she is still waiting for the supply to come with the solution. I am disappointed that 3 months later, UFO has not resolved my complaint . I am not suppliers client but their client, why take so long to claim warranty .