Damaged goods and poor response service

I have two accounts with Morkels,one with a TV and the other with couches. In December 2014 I reported that my couches are getting torn and the TV was down and not working. I was only exercising my 24 months guarantee and insurance that I pay for those goods. In March 2015 after 3 months I had no response and I was being told that head office is working on it.Due to non response I decided to stop paying these accounts and immediately when they realised that I blocked the debit orders their Finance department started calling and I narrated my story that ever since I opened this account I had not missed any payment but they where not attending to my issue. When we tried to track the complain we only discovered that it was not even logged, I was chasing wind. I have used all the channels available to me i.e. emails, fax and even calling to their customer care to get my goods sorted out. Its now after 9 months that they are starting to take action after I have insisted that I will not pay till my goods are sorted out. My credit rating is been greatly affected not only that but the stress of getting calls from their finance department trying to collect money from a depressed customer.