Lack of response on warranty claim

I bought a Cloud Nine bed in the Hirsch's Ballito store on the 23rd November 2024 and the base broke 5 months later after I bought it. I have gone to the Hirsch's Ballito store to report this and asked them to log a service call last week and I was told that someone will be in touch so that they can come and check it out and nothing has happened to date. I also logged a call online on the website and no response. The lack of response and customer service is absolutely unacceptable because my warranty is still valid.