Horrific experience.

Below is a copy of the message I have sent to Mattressworld. I tried phoning on their 0333 number but gave up after about 20 minutes & resorted to the web form on which on which I wrote the following:
Dear sirs,
We realised when the mattress was delivered that it was the wrong size so we want to return it & cancel the order. We would also like to point out that we are very disappointed with the way we have been treated over the delivery arrangements for this order I am nearly 80 years old & my husband is nearly 81. The delivery was promised for Wednesday 8th between 2pm & 6pm so that morning we stripped the bed & with much struggling managed to get the old mattress down the stairs ready for collection. The mattress wasn’t delivered. We had missed a call on the mobile & assumed it was from the delivery crew but the number they left was invalid when we tried to call back. By now it was after 6pm so we had to struggle with the old mattress & get it back up the stairs & remake the bed. Later that evening we received a call to say the mattress would be delivered between 9am & 1pm on Thursday 9th ; so this morning we again stripped the bed. While we were doing this we heard a noise at the door & I went down immediately to open the door & was confronted with a mattress which had been put in the porch & was leaning against the inner door & stopping me from opening the porch door to contact the van driver. While I was struggling with the mattress the van was driven away without the driver making contact with us at all. We had paid £24.99 for the old mattress to be taken away.
We are not at all satisfied with the way we have been treated & we are requesting a full refund. We are holding the mattress that was delivered to await your collection.
Yours sincerely,
I then added the following: I am sending you this because I have just been contacted to review my delivery experience. It was of course a shambles & it is obvious from the review questions that I didn't experience any of the points expected of the delivery experience. I have already sent this information twice but I have not had any reply or acknowledgement. I have tried phoning the 0333 number on the order form but after many attempts I gave up & resorted to filling in the online returns form.
Please note that this is the third submission of this request. I would like a response please. Refer to my previous submissions for the full horrifying story.
Please note that this is the third submission of this request. I would like a response please.
I am still awaiting a response from them & it is now Saturday 11th November 2017.