Highly aggitated with this pathetic place

I hope here I'll get some assistance. I purchased a lounge suit from the Russels store in Benoni town. I paid up my account long before it was due, this I don't owe a cent. The back of the one couch broke, I contacted the store where I spoke to a very rude person. Keep in mind these couches aren't even a year old. After a long struggle I they came and picked up the broken couch. I waited three weeks to get my couch back...they then came to deliver the couch (all wrapped up in plastic like it's a new couch) later the day when we opened it up the couch hasn't been touched! I obviously phoned back told them to come and get the couch to sort out this problem. They came and fetched the couch the day after that.. It's been almost two months now and still I don't have my couch. Everytime I phone to find out what's happening no one can assist they tell me to phone the store, when I phone the store a rude,person picks up and refers me back to the customer service department. I've probably phoned 5 times in the last week, I spoke to a person called Patrick who then assured me this problem will be sorted out. Until this day I have not heard anything from anyone. I'm very annoyed. I'm sick of having to get service for something I paid for. Today I phoned again and once again I was told that someone will get back to me. Guess what. No one got back to me. When u go to the store there's no one front. Everyone is at the back eating. When I went to the table the lady was sitting there having fish for lunch,food every where. The manager never even greeted or acknowledged me. I don't know how to get my couch back, this is very inconvenient. To me this is like a ******** case as its something I had paid for but now they're refusing to give my couch back. O and who ever Vanessa is,shes probably the rudest person I've ever had to deal with. She blatantly told me to keep quiet.