Poor quality and disgusting service

Early Feb this year my hubby and I decided to pop into Essops furniture at the East Rand value mall as we wanted a nice set of recliners.... to our surprise we found what we needed... however 3 months down the line, while cleaning I find a huge chunk of the leather out and foam hanging from the bottom of the 3 seater, called in to log a complaint. After About a month I’m still waiting so I give them a call and they tell me it’s head office and they can’t do a thing another month down the line I called again only this time to receive the repairmens no. Call the repair and he knows nothing... so I tell them I would like for it to be sorted (please note this is all under warranty still) so the repairman tells me that I will have to pay to get it repaired... I tell them I refuse I then get a call from the sales lady at the store I bought it from asking for a picture, send her the pic and she becomes all defensive on how when I logged a complaint I said it was stitching that was tearing and so on... And that looks like a wall grazing (in other words I pushed the couch against the wall). The she abrubtly tells me the repairman will contact me... uhm another month down the line and guess what nothing!!!!! I paid an arm and a leg for this, so I expect better quality and better response from such a “big” chain store!!!! I refuse to pay as it’s still under warranty and no one seems to care about customers at that store!!! I’m appalled I will never purchase from them again!!!