Angry customer

I am very upset and beyond disappointed with the service I have been receiving at Bradlows. I purchased ( on credit) a couch from Bradlows for my mother last year around June if I am not mistaken. Early January my mother told me that the couch has a problem ( it feels like there's something loose, everytime when they sit it doesn't give support). I called the furniture shop to inform them about the issue mid January and they said they will follow-up and get back to me. End of January I went to the shop in Cape Town ( where I purchased everything) to enquire and they also said the same thing. Mid February I called again to follow-up and I assume that was the first time my query was logged cz the lady asked a lot of questions and she was typing as I was giving answers and I also called their customer care because this is seriously draining, they gave me assurance that they will go and check if what's wrong with the couch and few weeks later I received a wattsap text from them saying I must send the picture ( with my data and mind you that I have been calling with my airtime as well), I did as per their request and I had hope that finally maybe they will go and check it. Until today the 23 of March I haven't heard anything from them I had to call again and the first person dropped the line after I have explained the whole situation, I called again and asked the agent ( Mzukhona) to at least call me ( after introducing myself and a reason for my call) cz I am low on airtime and he said " unforunfortunately that's against the company", fine. I tried to explain my story again and gave him my reference number as quick as I can and he also dropped my call. I then tried another number and I got hold of a lady and I am already disgusted by such a poor and heart breaking service, she did drop the call fortunately and she also confirmed that I was supposed to get a call from the store or customer service not the other way around. I am hurting for the fact that my mother cannot use the couch as much as she want and the money is being deducted every month. Firstly when I opened the account they were calling 10 times a day to confirm details and also the date for delivery and it was effortless but not they are giving me a ****ty service. I would be happy if they can go and collect their low quality couch and I'll go elsewhere, somewhere I won't have to call everyday if there's a problem. I would never I million years recommend this shop to anyone.