Poor Service

I've always used the Floorwizz Butterfly Mop but recently when I buy a replacement sponge and replace on the unit and I use it, it keeps on falling of. I went to Verimark Centurion Mall Branch and told them my problem. They took my details and said they will send it to Head Office so they can approve that the sponge can be replaced with a new one. It's been 2 months and I haven't heard any feedback yet. When I phoned them to follow up, they told me they are still waiting for feedback from Head Office. If you phone the Verimark number, it does not work either. Please can I have any kind of help or response ??