Poor customer service

Hi there...i reported a faulty couch that I bought at the Home and Home branch in East London on the 5th August 2020. I took pictures of the fault as instructed by the Complaint Cleck Kwakhanya Tina Potelwa and sent straight back to her. I have been waiting for feedback but the only thing I get is empty promises of when my back rest cushion will be delivered. The company promises a 21days repair policy but yet nothing has happened. I've given them ample time to sort out my problem and what gets to me is that I'm the one who has to prompt for a update on my couch and still I get more empty promises from the Cleck. It's going to be a full much of waiting and nothing is happening. How long should I wait for my problem to be sorted? I'm utterly disappointed at the rate of service I've been getting the that Cleck. Surely it doesn't take a full month to sort out a faulty backrest cushion.