EXTREMELY BAD SERVICE AFTER REPORTING DAMAGED GOOD

I took delivery of a 3 piece lounge suite on 21/01/2015. Upon unwrapping the lounge suite I noticed that the 3 seater couch had damage to one of the arms whereby the material was torn and the padding sticking out. I reported this the very next morning to the Russells call center, providing them fotos of the damage. I received a call reference number. To date, I have not had this matter sorted out. I have been told that the call center failed to report the problem to the supplier/warehouse within 7 days, thus they can't replace the damaged 3 seater couch. I believe that I acted responsibly by reporting it immediately but now I am a victim of Russells not adhering to their process and policies. People from Russells fone me from time to time but no one ever gets back to me with a decision or solution. They are totally ***********.