No feedback on creaking couch

I bought a couch from @Home, Sandton City branch in June, supposedly with a 2 year guarantee. 4 months later, the couch creaks terribly when one sits on the right side. I went in to find out if there could be a resolution or someone to come look at it and talked to a Mr Ludwig. He advised me to send an email with the requisite details and photos of the couch. A month later, there has been no response nor feedback. Not the way to treat a paying customer @Home! Very disappointed!