Bad Customer service and bad quality at Bradlows

I bought Trent 3 Piece 3 Motion Lounge Suite, Brown, On 29-07-2022 just after delivery we went to Gauteng where I work for two weeks, we came back and noticed that the quality in one of the sofa pieces (3 Seater) was not good on the 15th Aug 2022, the 3 seater is making noise on reclining, I reported the issue at Bradlows Giyani where we made a cash purchase on the 17 Aug 2022. They don't want to replace instead they too that product till today I don't have any feedback from them just because I bought cash I don't owe them, so they don't see any reason to assist me, the manager at Giyani store is even cheeky.

I don't understand why the can't replace something that is new and came with factory fault.