Flo Matress - support team not responding

i have ordered a ergo mattress from flow mattress on **th october **** and it was delivered to me on **th of october **** but i didn't like it it was too soft for me so as per company policy if customer didn't like it they can exchange or return it so i did exchange request for ortho mattress support team told me that somone will call you within **hours but no one called me thn i contact with support team again on **th of october he said someone from the company called me on **th of october but i didn't pickup but it was totally wrong no one have ever called me than i said please arrange a call again he said somone will call you in **hours but again no one called so i contacted with support team again on **th october **** again support team said the same thing and he accepted that after **th october no one called me till date so i request him that please resolve my issue he said the same thing someone will call you in **hours and today is **rd october still i didn't get any call from support team please help me with this