Sales staff is great at the Waterkant, but after service and customer service department is unprofessional

We had a great experience at the Waterkant shop, and the person helping us there (Ayanla) really went out of her way to even help us with the delivery disaster we had. We had 2 different orders and the delivery process for both were extremely unprofessional, they set us a date, but you as a customer can not track your products as they have a 3rd party delivery company. We were asked to stay at home for both dates, we were said we would receive a confirmation sms, that never happened, after sitting at home waiting the entire day both times we had no delivery on the agreed days. Extremely frustrating. After falling around trying to find out who to call finally we got a deliveries on completely different days. The first time we had a couch delivered wrapped in some kind of paper, but after we discovered the couch was damaged and not up to standard, we asked a return, they called us and insisted on to have the couch to be wrapped by us (!) while the particular item arrived to us in improper packaging, we are not heavy weight lifters, but your customers and you wanted us to wrap the couch, which was a wooden framed extremely heavy couch only 3 people could lift it to deliver it to us. After many long and tiring phone calls and emails 2 weeks later we were delivered wrapping paper (!) and had to accommodate the couch for extra 1 more week to wait again for the 3rd party company to have the item fetched from us. We paid 20000.00ZAR for the couch had a nightmare to get rid off. Your customer service department is extremely unprofessional we had conversation every time with a new agent, we had to explain the situation every single time as no records were made we had to engage for days with your personnel.There is no set process, no timeline to present to us. Highly dissapointing