paying for a damaged couch of which has been reported however with no response company

I bought a couch from Coricraft last year around end of November 2017 and shortly discovered that the couch was torn in between just a couple of weeks thereafter .I called coricraft (mall of the South branch JHB) and was advised to forward an email with picture attachments of the torn couch .It has been up to date that I have not had any feedback from anyone including additional cc'd members of coricraft .I am very disappointed with their service and regret getting evolved with them . I am currently paying for a damaged couch and honestly doubt that that is fair.