Decofurn's terrible after-sales service

We purchased a 3 piece Astra Leather Touch suite online at the beginning of December 2019. I received a call a little while after purchase as they had no stock of the 2 seater that was part of the set. I told the lady that I could wait until stock arrived as I did not want an incomplete set. She assured me that they would let me know as soon as stock was available. Fast forward to mid January 2020 and I have to call them to find out where my suite is. I might add that the set formed part of a larger purchase that was paid for in full. When I call I receive hasty apologies and promises to follow up ASAP. Subsequently things fall into place and the 3 piece suite is delivered on 17 January 2020. It is in April 2020 that we begin to notice the 2 seater showing signs of wear. The material is thinning out and starting to crack and peel off. As it is still under warranty I follow the online steps and submit pics online. 2 days later I receive a response via email asking for clearer pics. We take new ones and submit on that same day. 4 days later we haven't received any response. I place was is to be the first of many calls, looking for feedback. I am aware that we are in the midst of a lockdown but I do not believe it is unreasonable to expect some level of feedback about my return request. It is now almost mid-May. I have this morning placed another call looking for answers. The response each time is the same polite but automated one. My query will be forwarded to a supervisor who will call me to provide feedback. I am not confident I will receive any such call. It is very disheartening to be at the receiving end of such hopelessly inadequate after-sales service. Clearly the 2 seater I was given in January was not made new, as both of the other pieces are perfectly fine. So Decofurn is happy to take my money but provide shoddy furniture for it and then try to hide when it catches up to them and I seek an explanation?