Bad customer service and disappointment!

I bought a couch cash on the 26/03/2025 from Bawas, same day I noticed that it wasn't in a satisfying condition and I informed the sales lady that was helping me. After being taken from one person to another I was promised that it'll be replaced. Fast forward to the 10/03/2025 I text the person who was suppose to assist me and he tells me that his driver didn't pitch for work, mind you I only my get answers when I enquire, no one communicates with me and that's frustrating cause I'm not the one at fault here. So I keep quiet, fast forward to the 10th of March I text the guy and he responded asking me for my address, at that point I'm fed up and want nothing to do with them anymore, so I email head office informing them about the delay, I even go as far as send a message to their WhatsApp line but still no response. All I need right now is for them to come get their couch and bring my money back. I've been very patient with them, running after them like I'm the one at fault. All I need right now is my money so I can go somewhere where they will value me as a customer.