Leather lounge suite tearing - store negligence for 2 year guarantee

I had purchased a leather lounge suite in January 2017 from the bluff branch. After a day 1 recliner didn't work .it took them almost a month to sort out . last year Oct/Nov I made a call to the bluff branch and laid a complaint that my lounge suite was tearing on every seat . a lady took down my details and said she will get someone to call me . I waited but no one called . I assumed coz it was the festive period that they were busy . I called in today to be told that my 2 year guarantee is over and that I must now pay if I want my lounge suite repaired. The lady says that there was no record of a call . this is negligence on their side but why do I have to pay the price for it . they need to repair it as I complained within the 2 years .