Refusal to honour agreement

I have a recliner chair which i bought from Coricraft in Greenstone. Less than a year and a half the chair has broken with springs popping through the bottom and top. It is unusable.<br> I spoke to Melanie from the store and showed her pictures. She called me back during the week to say that they can pick up the chair and take it to the factory for assessment. If it could be fixed, they would do so, if not, they would offer me 20% off a new one. (I am still paying the broken one off by the way on my store account). She said I needed to send my receipt. After a couple weeks I could not find the receipt but they managed to find the purchase on their system. Now after dealing with another person at the store, going through the same process, I have been told that they cant fix it as it is imported and cannot offer me 20% off a new one, only 10% off a demo! This is not acceptable. How can the company change its position like this?