no customer care

i purchased a lounge suite in Jan 2014 and had found after a few months the product was defective. i called the office and reported it to them. they then advised me that i had to come in with the proof of purchase as they had not had a copy on their file. i went to them when i got leave in January 2015 and they took the product in for a repair only a month later. the lounge suite stayed with the repairer for about a month and came back worse than it went in. it now creaks more than before and the stitches are opening. the seats have now collapsed .i called the morkels store manager and she tells me that i must speak to the repairer. this is ongoing and she promises to come back to which never happens. i had to call her today and talk a bit heavy as we are now without a lounge set for 3 weeks now.really annoying and bad service