Brand new products that require Carpenter

I bought Boston side board and headboard in December at Coricraft Gaborone. The shelves on both products have resistance when opening and closing. I have called the store since 3 weeks ago and spoke to Patric and Matshaba. The goods were delivered by the store and they did not even note this problem. Is it normal for your product to require a carpenter when bought ‘brand new’? Are these brand new? Why Do you deliver unfinished products and not respond when i ask you to fix them? Secondly i bought a 3 piece Khama recliners at the Bloemfontein, the chair needs *****s to tighten and the Store in Gaborone ( Matshaba) are refusing to fix them because they were not bought in their their store despite the warranty. Is that your normal practice? Are the branches operating separately?