Poor customer service

I bought an occasional chair in April which was out of stock and was only going to be available in June. After a bit of chasing for whether the chair had arrived (as no one was updating me on anything), I finally got the chair. Upon buying the chair I was told I can get it protected, of which I agreed and paid extra for the protection. I was told I will get it with the protection. I realized the chair was not protected when I got to the house after I had collected it. Same day (12 June)? we went into the shop to report it and a complaint was "supposedly" laid. Few days after we went there again as we had not received a follow up only to find that the initial complaint was not even on the system. The lady then also logged a complaint of which was also a dead end. Again I went to the shop a week later and the matter was pending. The lady I found promised to deal with the issue and was going to call me with an update that same day (as I was now demanding my money back for that protection as I never got that service even though I paid for it)?but till today which is almost 2 weeks later I have not received the call. As much as I have received the chair, the sale is not complete as I have not received all the services I paid for. This is definitely poor customer service.