Sleepwell — Damage products received

My order Id is 80717 and received a ortho pro foam mattress today in the evening around 5.35 pm

After unboxing the mattress we found that there is a small hole in the metres cover.

My request is to please open the complaint against this order Id or send me a fresh mattress cover

If it's not possible then please take the mattress back and refund the amount to source.

I have attached the pic of the hole and waiting for your reply on this complaint

I have already informed this issue to call centre

Second email
Hi team

I have been following up on this complaint since last few weeks the response that i am getting is as below

1) please raise complaint and we will look in to it
2)we will take action as soon as possible
3) after 10 working days - our system is not working so won't be able to check your complaint
4) we will call back to you once our system is up
5) your complaint does not exist
Then call disconnect

If you want to give this kind of service

Then please refund my money and take your mattress back

Or I will raise complaint on higher level or go to consumer court as my Elderly dad is getting stressed with this kind of response from your team