launge suite damage

Good Day.

i would like to log a complaint about beares store wich is now a division of lewis stores. i went to the store and complained about my launge suite beig damaged and i was told to take pictures of the defected area of which i did, i went thriugh the same odeal the last time they had to fix my launge suite. took the matter to hellopeter and got help now tjhe same manager is failing to mtake a simple decision after he got the cst of the repairs from the manufacture. he told me to wait for his regional manager of which i called him and tod him that i wont wait for that reponse from him i will take this matter up with hellopetter. sad news is that i am paying insurence for my product which states clearly on my invoice that it covers for material damages. why is it that i have to come to hellopetter for the big store like lewis group for the to rander good service to me. A manager like Hanry in beares is just window dressing because he cant even take a decisive decision. please help.