Discount Decor unacceptable service

I bought a Jimmy sleeper couch from Discount Decor, the item was broken since I purchased and only found out when we put it together. They refused to come out and collect they insisted I pay a delivery fee. (R450) I have now paid the delivery fee and have been promised every day for a week now that someone would come and bring me a replacement and collect the old one. I am not on leave so had to arrange someone to be home yesterday and still no one has arrived. Every day I call no one calls me back. They refuse to put me through to the manager. All I want is for my broken merchandise to be replaced or the decency of a phone call or email back.