Awfully service and racial experience from House & Home (Pavillion)

I bought a Gomma Gomma 3pc Lounge Suite at House & Home Pavillion on the 20th of August 2022. Within 2 and half weeks the one part of the sofa packed up. The foam in the sofa collapsed inside – causing a hole. The entire sofa looked like it was already 5yrs in use. I contacted my salesman (Khumbulani Ngcobo) via WhatsApp on the 17 of September 2022 – and explained the whole thing. He said he was at the Pietermaritzburg branch and will try to sort it out the following week when he’s back. I also sent him all the documentation and POP. He still kept quiet and never did a thing. On the 30th of September 2022 I sent him another message following up on my query. He just “blue ticked” me and never responded. I then went to the branch in Pavillion on the 08th of October 2022 and spoke to a lady named Kholeka, I also forwarded her all the information via email and said she will follow up and also make contact with the supplier. A few days later she came back and said the supplier said they will want to take the lounge suite back and investigate to see if it was a factory fault or a customer negligence. They took the sofas back on the 15th October 2022. They did all their checks and came back telling me the supplier is willing to fix the faults and return them. I did explain that I don’t want them back in my house. Whether they fix it or not, I still don’t want them. If they packed up in less than 3 weeks – what’s gonna happen few months down the line? We are only a family of 4 (My husband, Me & Two young kids), who are most of the time not at home due to work and school. So how on earth can we damage these sofa’s? I explained that I want a complete change of the sofas / another brand because clearly this style has a lot of problems. I did say that I’m even willing to pay the difference if needs be but so long as they give allow me another set. Till today I’m going back and forth with them and they are not willing to change it. Today (11 November 2022) the store called again and told me that they have been trying all sorts, and even took the matter to the Regional Manager and he also says his hands are tight – he can’t authorize a change. Who on earth is then responsible for this authorization so that this matter can be resolved? I’m utterly disappointed with the quality and service that they are giving me! Going back and forth and sending them a tons of emails yet no one is willing to resolve the matter. To make it worse, I have a function a my house this coming Sunday (13 November 2022). Where are the people going to sit? They will come into an empty house with mats and sponges that we have been using quietly as family hoping no one will see. They telling me I must go to the Consumer Protection – how long will it drag before a resolution is reached? Already it’s almost a month of sitting on the floor in my own home just because of their negligence. I’m also thinking this a racial issue because if it was another race (Van Wyk or Paulson, etc) they were gonna run around like headless chickens and sort the matter. Just because it’s me they think I’m stupid!!! The bottom line: I don’t want those damn sofa’s back in my house!!!! And I want an exchange of the brand asap……latest tomorrow. Thank you