Fair Price bad service

I bought a Rita sleeper couch online on 3/11/2024. I sent an email to Cheryl Aslet asking if they delivered on Sunday as I work Monday to Saturday. She emailed to say I would be notified on the Wednesday. Luckily I left my keys with my landlady as the delivery person called me on Wednesday morning to say they at my place to deliver. So there was no communication beforehand to notify me. Very unprofessional. When I got home at 6pm, I removed the plastic only to find that there was a tear near the one cup holder and a tear at the back of the couch. I reached out on all Fair Price's social media and was directed to fill in a form, which I did and included pics. No response. I called Cheryl on Thursday and she said that there's a procedure that needs to be followed and emailed me instructions on what information was needed. I asked if they could pick the couch up on Friday at 12:30 as I would be home from 12:30 to 2pm. The email said the process takes 5 to 7 working days. Low and behold a driver calls me on Friday at 11:30 to say they've come to pick up the couch and couldn't wait or come back later. I asked if they could come on Saturday after 2pm and he said yes. It is now 3:28pm and nothing. I also spoke to a Chandre on Friday asking if they could pick up Saturday and she said she would call back. Nope she didn't. Very unprofessional. I do not want an exchange but a refund as I have no confidence that they will actually provide me with an undamaged couch. Hopefully someone from Fair Price will help me to get my refund and pick up the damaged couch. I live in hope.