Unresolved complain

Bradlows has failed me in many occasions, lodging a complaint with them is a hustle, my husband and I bought a 3 piece Newbury lounge suit that has a three year warranty, the one seater couch had a problem with the recliner, it was taken for repairs by the jdg group, but they returned it with the leather peeled off, we asked for a replacement as they damaged it but till today our complaint has been falling into deaf ears, it's even worse when we ask for a refund no one is willing to help even the store manager at carnival mall has made promises that she has not kept, it has been 6 months, the couch has not returned nor replaced like we asked them to, what is it that we can do....