Customer service not up to scratch

I purchased a couch from coricraft this year and noticed when I opened the removable covers that instead of proper inners there was random written on sponge with some half **** attempt at a covering over it. I brought this up to coricraft. A lady called me and said that they would replace these inners. She didn't ask for the couch type or anything really. Not my address. Nothing. Till today I do not have these supposed new inners I was promised. And this lady has never ever called back. At R12000 for a couch I expected better service. I am not impressed at the bad workmanship or service received.