Unhappy client

I bought. Myself a couch the 25 August 2022 in 4 MOnth the stitching came loose of the couch and then went to house and home cape gate mall branch with the pictures and my receipt (this was a cash deal R5200) the lady advised me I need to email the pictures of the couch to the store and they will sent it to the supplier then the supplier will grant me a credit and I need to bring my couch Back .... Today is Thursday still no corrospondance from anyone at the store nor any email saying they received my pictures... I called a few minutes ago (29.12.22 at 15h25) and was holding for 10minutes for a manager to answer my call.... Is this the service you guys are really giving your clients