Shocking "service" from Cielo

I purchased a couch which was fully paid on 13 Dec. I had to track down my order which proved to be a mission.

Couch was delivered on the 2nd of Jan, 1 of the legs were bent. Same day we contacted the store and the "customer care" person named Antonia sent an email saying she'll talk to the technical team about replacing the leg and requested my address. She then called me this Tuesday and advised that their technical team only opened this Monday and she'll give me feedback as to when they will come to my house and do a replacement.

Today, I followed up with a call expressing my frustration of not having a timeline on when my couch will be fixed, Antonia wasn't available and rep**** via email with the usual useless communication "we will escalate and advise....sorry for the inconvenience blah blah"

Absolutely no real feedback of how far along they are in resolving my issue so I can actually use a couch I purchased.