Slow response from Cielo Furniture

My Daughter bought a Leather lounge suite for R20k + . The one seat of the set has collapsed and when sitting in the chair your body is touching the wooden frame. This set is not even a year old. The issue was brought to Cielo customer attention via email and their attempt to make contact telephonically with my daughter could not happen due to her been hospitalized for a major surgery. Subsequent email correspondence from Customer services requested that a video be made of the chair. this was done but how does this help when I expect a member of their team come and inspect the seat themselves. No further feedback or contact made with my daughter since her last mail to them Tuesday 27th. I hope this action will ensure faster and postive feedback.