Couch turning into a slouch

I bought a couch a year ago from Coricraft and the couch is losing most of its sponge integrity. Knowing i had a guarantee on the couch and it was not done yet...I went to a Coricraft outlet in Blouberg Mall in Cape Town. I was told that someone would call and arrange to view the couch. Its been a month now, and nothing has happened, what's in term happening is the couch is getting worse.