Customer care is non existent

I've had a persisting problem with the Koda couch I purchased from Coricraft and the problems I've experienced with the Koda couch are very different, but similar in nature. I have always wanted to purchase something from Coricraft for the mere fact that they have beautiful furniture and all of it seems to be of the highest standard, I unfortunately have not experienced that with my first purchase. I bought my first Koda and that had to be replaced because of the arm rests had indents on the actual plank and I made Coricraft Dbn aware of this issue and after quite a long process with emails and calls they uplifted my couch and ended up giving me a brand new couch of which I am now having a different problem with.

I then drafted an email to them to let them know that my couch had seriously deteriorated in comfort and I was no longer happy with it, given the fact that it is a new couch and I also checked that there were tears in the material where the pillows sit, where the back rest and the foam meet. On my email I was very clear that I no longer wanted a Koda couch and I would be glad to pay in any amount for a different couch from them, this was late August/ early September. They have been insisting that they cannot replace my couch because I've had it for over a year etc. so they would uplift it and have it reupholstered, which I do not want because that does not guarantee me that I will not have another problem with the couch. They then sent in an "assessor" about 3 weeks ago to asses my concerns that I raised about the couch and that person then reported his findings to the office here in Durban and they still insist that they will uplift my couch within 3 weeks and would give it back to me after 6 weeks of which it is something I do not want because I want to avoid any further problems.

May someone from head office call me so we can resolve this issue, because I am actually tired of not being listened to about this issue. I need a resolution fast as I have been inconvenienced by the poor quality of this product and the insensitive management from your Durban branch. I can no longer take this!