Customer Service Terrible

So we bought 3 lazyboys from House and Home at the end of August of which two were single chair Oklahomas. After 2 weeks the one Oklahoma's reclining part broke. I phoned and spoke to someone who took my account number on the invoice and they said someone will phone me back. Later that day a lady phoned me and asked me again what happened and I told her. She said thank you and told me that she would get back to me as they need to contact the supplier. She also mentioned that they will contact me within 48hours. 48hours nothing so I phoned just to hear that she hasnt had time to read their emails and that the supplier is in China. She said that she will phone me again but this time when she hears back. I followed up twice after that just to hear the email story again. Almost one week later I follow up again and find that they are going to replace the couch.. I wish someone informed me but hey thats clearly not how customer service works these days. Okay so they said they will replace it but can only deliver once the stock arrives. When it arrived I got a phone call to discuss the delivery. I mentioned that I would be available on the Friday. Friday comes and goes and I eventually phoned the shop at 17:00 just to hear that the couch is still there. So I said to the lady that they can deliver the Saturday and she promised me it would be Saturday early in the morning. 1 hour later I receive a phone call from the driver that my couch will be delivered. I waited again for 1h30min and nothing. The next morning at 09:30 I phone the shop again just to hear that the lady who promised me that it would be delivered early is off for the weekend. I said to the man who phoned me that I have to leave my house at 13:00 so they need to deliver before then. 13:00 the delivery guy phones and says I must open the gate and so they delivered the couch and took the broken one.

The thing that disappointed me most was the promises. Dont tell a customer that it will take 2 days if it is actually 2 weeks. Number 2: A customer should not have to follow up... customer services is when the customer is notified and informed of the status. Number 3: Stop promising times on behalf of the delivery guys as they have a route to drive... you are not the one doing deliveries past closing time.

Really disappointed with the entire situation even though the couch was replaced.