Poor service

My mother bought couches and we noticed that they were not brand new as we expected. We informed them the best way we were told they will exchange then for us. We've been talking to Ellen and Sharon now they are ignoring calls and not getting back to my mother as they keep promising. It's be over 3mnths waiting. Their customer service is not of great standard at all. We thought we could get a manager only to find that Ellen is the actual manager. We don't know now who to go to because even the manager is giving poor service.