Refund for factory faulted couches

My parents bought a new set of couches at Bradlows at Maponya mall on the 17/10/23. The couches were successfully delivered and assembled but on the 18/10/23 they reported that the 2 seater isn't straight like the rest of the couches. They assured them that they will arrive in 2 to 3 working days. Time passed and they asked for a photograph which was sent and of which they confirmed its not straight. Today 23/10/23 they are demanding a video. When did we move from getting attended to in 2 to 3 working to videos etc. My parents would like a refund as of tomorrow. They were sold factory fault couches and Noone wants to account for the problem.