shocking service

We purchased a lounge set from decofurn in kenilworth on the 12 October 2020 to th value of R19 000, We were offer a material protector service called masterguard . We then decide to opt for this service as we were informed it will protect the couch from stains and spills with a cover for 3 years. We recently had a incident where the stains have not gone away even when following protocol of the leaflet received from decofurn. I called Masterguard up to request assistance as to why the Mastguarding did not work and we have the couches for less than year . I was told i dont have warrentee cover . I then questioned the lady on why we dont have i received a leaflet and paid for the service at decorfurn. I was then told Decofurn is not on there database as a service provider and that i have to take it up with decofurn directly. I then called Decofurn in kenilworth and spoke to Julian Thomas the manager . He then asked that i forward the images of the stains , along with the invoice of proof of purchase of the couch and proof to show we paid for the facbric protector service, i did as he requested . A week later he then sends my contact information into Matthew Ordeson from Sapphire Flame Retardants cc. I was then contact by Matthew and was advised that he will contact Masterguard to find out the process of assisting with the stain removal, He said he will then call me the next day and did not. I then called him back asking about feedback i was then told that he is still waiting and he will call me back. For 1 week it was a case of waiting on Matthew to provide feedback on the way forward eventually i called him on the friday again after him not calling back and i said should i not received feedback by the end of today i would then take the lounge set back to decofurn because no one is wanting to take ownership for the lack of service and a malfunctioned product that was used. Matthew then called me back the afternoon saying he received feedback and that he will be sending me an email. I asked what the email will contain and what was the feedback from Masterguard , he said they will not cover the cleaning of the couches and that i have to do it myself. I got upset and said that how does it make sense that we paid for a product and its less than 3 years that we have the couches and the service did not work. He got upset and after back and forth dispute he ended the call whilst i was still talking. I then went back to julian requesting that this be sorted he passed the buck onto Matthew and said that i need to deal with him as he app**** the treatment. I called Masterguard and was informed that they dont have decorfurn on the books as a service provider nor do they have Matthew . Last week Matthew sent me a warrantee form along with saying i have to have the couches professionally cleaned and provide him with a slip to confirm then he would re-Masterguard the couches and the cover will be for years. What i dont understand is that why do i have to clean a couch professionally when we paid to have the couches protected for years. I would like for Decofurn head of management to call me to so that we can resolve this issue. I am not willing to pay for a service when i asked for protection in the first place.