Coricraft - Product Guarantee Avoidance?

According to the Product Guarantee on Coricraft's website, there is a 2-year guarantee on foam, stitching and webbing of their (very expensive) couches. I purchased a couch in December 2021, which was delivered in February 2022. One of the cushions' stitching has started to pull loose. Upon enquiring (on Whatsapp, with Gladys) as to the process to get this repaired in accordance with their guarantee, I was advised to mail *** and to attach pictures. I did so on 15/08/22, but have to date received no response. I highlighted as such again on Whatsapp on Monday (22/08/22) and was advised that she would follow up with her manager and personally be in contact with me the next day. To date, no further feedback or communication received. Additional daily follow-up messages on Whatsapp as well as attempts to communicate via social media also now go ignored. Starting to look like an attempt at avoiding fulfillment of the supposed product guarantee.