After service sucks

We received our order on 26/08 after waiting some time for it to arrive, to find that the wrong couch had been sent, and that the couch was damaged, we were advised to take it and they would send the correct new couch shortly.

Its been a week with numerous phonecalls, whatsapps and email to Bradlows but no resolution yet.

No one responds to the email and give us a ticket number to only close it 2 days later saying the query is resolved which it is not.

We want to cancel the order but also getting no response from them, its getting to the point now where we will be paying somebody to take the stuff from the house and return it Bradlows and demand our contract be closed.

What do we need to do to get our queries resolved with Bradlows these days?