Poor service

I reported that my couch is making a funny sound and Nadeem reported that to the relevant department and the call center agent called me to let me know that the assessor will be available in my area at the beginning on June and then the assessor called me I think on the day without confirming if I'll be available or not and said that she's coming which I found really unprofessional cause I'm also working so I'm not always available, she then said she won't come but she will send people to come and collect it for review. Secondly the call center agent calls again to confirm the pick up date and then we agreed on a Friday but also told her that can they please call to confirm the time, she said they will call on Thurs of which they didn't and then they called on Fri around 7pm saying that they are in my area, and now I'm supposed to jump for them. I told them I'm not at home and they said okay and I haven't got any feedback ever since. I'm really disappointed at Coricraft as a whole cause we pay so much for great quality but sometimes we get poor service!