Damaged couch to be collected

I contact Bradlows Acadia on 30 April let them know that my couch is damaged. I was told someone will contact me within 3 days to come and collect the damaged couch. On 4 May I received a sms with a ticket number BR-MO-***. I never received a call from them to arrange pick up. 8 May I contact the call center number *** and i give them ticket number i was told they will contact me. Still no call from them. Today 15.05.2015 i contact the call center but still she still have no feedback for me. This is ******** service stupid people who don't know how to handle a client and a clam. It is 2 weeks but still there is no feedback when my damaged couch will be collected for repair.