Refuse To Respond To Complaint

I contacted Clearance Warehouse on the 7th of January highlighting to them that all of the cushions are sinking on my brand new lounge suite the minute you sit on them and are extremely uncomfortable. I was told to whatsapp all of the details, pics etc to their whatsapp number. The person manning this number and complaints honestly has no semblance of customer service. Nobody has responded to my query and they keep promising that their manager will call me back. they refuse to provide their name or the details of their manager supposedly dealing with my query. At this stage i just want a refund because i simply cannot deal with this level of nonchalance and poor service. They are clearly online but not even responding to my whatsapp messages anymore nor can i get through to them telepathically. An absolute disgrace. Stay away from this company. Who is the CEO of this company? I would like to forward screenshots of the correspondence to deal with the person responsible as im clearly not the only person that this is being done to.