Very poor customer service and inferior quality couch

I purchased JMU sleeper couch on the 14.12.2021. The couch is not used much as I was in Kimberley for 4months and nobody has access to my premises and even before I live alone and made use of the couch alone and I don't even weigh 75kg, I came back last week and used the couch and when I layed the sleeper couch down the poles are protruding on the right side facing. For a couch not even a year old, I am highly disappointed in the quality. Especially given the fact that it was not even used much I logged a compliant with House and Home on the 11.11.2022. I was told that the 18.11 via email the repair agent would be sent out to me. I have emailed and called and if I don't follow up then they don't come back to me. I have everything on proof via email.including the consultant I have been dealing with. It's going into Festive and companies are closing. I need my couch replaced or refunded, but House and Home shows no urgency.