Chair still not fixed since 12 june - no feedback

I bought a lounge suite for my parents in january with cash. At the malvern branch in queensburgh, durban. The couch broke on sunday the 8th of june as they used a piece of pine with a knot in it and its a weak spot. My mom phoned on the 9th of june and they collected on the 12th of june. Since then they have continued to phone and find out when it will be fixed and returned and no one can help them. I find this highly unaccepatble as I paid cash for it upfront and now there is a problem because of poor maunfacturing and no one tells them what is happening. I will never buy from russels again. Useless service.