No feedback, Slow Process and not willing to FastTrack the Process

I bought a couch on the last week of November and it was delivered with a factory fault which I reported to the stores.

I was requested to go to their website and fill in a form explaining the issue which I did. I was told they would send the packaging since the one that came with the couch was no longer available.

The process is 1. Deliver the packaging 2. Collect 3. Bring new couches, which I questioned due to this would cause some delay on getting a new set delivered why don't they bring new ones and take away ones with fault but since it is their process I was like let me allow it to happen that way.

They delivered the package almost two weeks ago and I highlighted the package the brought is not enough, they highlighted they would bring another package which means even more delays. As highlighted, it has been almost two weeks now no one has called or sent an email confirming the delivery.

Almost a month now sitting with a damaged couch, I have to highlight that I am not happy with this slow process, and I want this to be fast tracked.