Not professional

I bought couches from Bradlows Soshanguve and service its always good 👍 but my problem it's when I logge a complain it doesn't go throug, I reported a 3 seater couche n took them forever to come n collect it n when they finally did they disconnected the couche n took the part where we only seat n left the other part then when the lady from the warehouse Hope called me I told her what happened then she said to me I must go back to store n logge another complain because there is nothing she can do and another thing is that her senior is always not there