Cielo Eden Meander George after sales service

We bought a leather recliner lounge suit from Cielo that was delivered on 5 December 2022. During assembly we discovered that one of the couches could not be assembled because of a faulty clip. The defective couch also seemed as if it did not fit with the rest of the set as the cushions seemed somewhat different and contained a different colour sticker compared to the rest of the couches. We informed Cielo of the defect on 6 December and demanded that the defective couch be replaced. Cielo requested a video of the defect on 8 December and we sent the video to them on 11 December. On the 15th of December we received an email stating that the video has been sent to the technical team of Cielo for review. We went to the Cielo at Eden Meander on the 16th or the 17th of December to get clarity as to why the matter is being sent to the technical team (seemingly for repair) when we specifically requested replacement. We were contacted on the 19th of December by a customer care agent who made the arrangement that the defective couch will be collected today (9 January 2023) and simultaneously deliver the replacement couch. We received no further correspondence from Cielo and received no calls from any delivery companies. We approached Cielo at Eden Meander (in George) at approximately 15:00 this afternoon. They (the staff) knew who we were and knew about the date of the 9th of January. After a number of excuses and stories we were informed that NO ARRANGEMENTS had been made by Cielo for any delivery company to collect the defective couch or to deliver the replacement couch. We were told that the staff of the Eden Meander branch will remind head office of this arrangement (that we were told was done on or shortly after the 19th of December) tomorrow 10 January 2023. The process of resolving this issue that we brought to the attention of Cielo on the 6th of December 2022 will thus only commence on the 10th of January 2023 (we hope). We are appalled at the after sales service we have received. We were told to keep the original packaging that the couches came in for return. These huge boxes have been standing around our house since the 5th of December. There is no end date for this issue to be resolved as of yet. Needless to say, we (and anyone we know) will never buy anything from Cielo again and I will tell anyone who will listen about this horrific experience.