Completely disappointed in the service received from Bradlows Bluff regarding my damaged lounge suite which is still under a 10 year Warranty.

I'm so disappointed in the service received from the well known, reputable company, Bradlows Bluff store. My lounge suite wood caved in which was still under a 10 year warranty (Grafton Everest). This was collected in November 2020 after I had reported this and I was still charged a R1500 fee to pay for furniture under warranty. Payment was made without hesitation only to get my lounge suite back in a worse condition than what it had initially been when reported. I requested the company to collect it in March as I was very unhappy with the condition it was returned to me and to date have not received any feedback or courtesy call regarding the status of the query. I've had to house guests during the holiday season without the comfort of a lounge suite. I'd really appreciate urgent assistance as this is unacceptable customer service.