PATHETIC CUSTOMER SERVICE/POOR QUALITY

If you had to discricibe bad quality and poor service it's russells in durban .. I bought a lounge sweet worth R20000 in February and had so many issues with it till date. I was dealing with the manager Noma and Every time we call to resolve the issue we are told that they will follow up but nothing has being done. The agents in store only care a about open accounts rather than resolving the issues. I need this issue resolved I'm not even asking for my money back just for them to gave me something worth it where I have 0 issues but according to russells store it's not possible to do so. I even tried to call they head office line and thy had no channel to assist all thy told me was to call the store ... worst product and service I have ever had .. please