Inferior quality: Bad experience and poor customer service

I am beyond disappointed with the poor level of customer service experienced and business practices from Arcadia designz.

When we placed our order, we were shown the factory, which was then on the ground floor were the store was. The completiom of the couch took longer than what we were promised and we were pushed for full balance without evidence of completion, which does not provide assurance. We went to the shop to view the couch only to find out that the factory has been moved to another location. When went to the factory, no one opened the gate for us to go inside.

After a few attempts going to the factory to view the couch , we then requested that they make a plan to bring the couch to the shop which they eventually did. We collected the couches and we realized that the there were foot cushions were missing. It was a struggle to get them to come on site to fix and it's like they did us a favor by putting the cushioning.

We asked for refund on the delivery fee we had paid but it was a pain and it took more than 30 days to get it back.

In less than two weeks of use, we then picked up that the cushions are forming"lumps". We were told we should have reported this within 7 days. How when the issue was not there!!!

The warranty claim has been approved to fix the cushions but now we are being charged collection and delivery fee for the cushions to be fixed. Is this right according to the CPA?