Bad service from Decofurn

I purchased a couch at Decofurn Online on the 1st of June 2020 from the Montague Gardens Store. Which was delivered. I then noticed that the couch was not in a good state and I sent an email on the 13th to inform them about this. I only got a reply on the 24th of June after I sent all evidence that they will do an exchange for the item. Now a full month later I still have not received my exchange and they don't even give updates. I'm really unhappy with such bad service as I spent excited about finally owning a couch.