Filling of cushions

I bought 2 x 2 seater leather couches a year ago. A week back I went back to the store as I was told that cushions will be filled when puffiness go away. Welmar asked me to send him an email and he will arrange that we take the cushions to be refilled. I send the email on Monday, 12.10.2015 with no positive feedback. I just phoned Tygervalley branch and was just informed that he is not working there but at Blue Route Mall and if I need the cushions refilled I need to arrange it myself and take it to the warehouse. This was not the arrangement at all! What happened to customer service? I paid a lot for the couches and now needs to make my own way of getting it filled and puffed up! Poor customer service!!!!!!