Shop won't replace broken furniture under guarantee

So I bought a dining room suit in February 2022 at Russells store in Birch Acres Mall, Tembisa and while the set was still under guarantee, a person tried to sit on one of the chairs and a leg broke. I went back to the store to report the chair and I was told that someone will come fetch the dining suit for repairs/replacement and yet no one came to my house. At the shop I would usually get help from either a man named Zakes at times or a lady named Maria. When I didn't get a response for over a month, I went to the shop to follow-up on the matter and I was told a complaint has been logged. Maria and Zakes even promised that the dining suit will still be replaced even when the guarantee has run out because I did log my complaint before it could run out. I even called customer care and spoke to a young man named Thabang on March 7th 2023 and he told me to go and check with the shop on the progress of the complaint and when I did go to the shop I was told that I can't have my dining room suit repaired/replaced because it is out of guarantee. I logged my complaint October 2022 but the store only logged my complaint on the 22nd of December when I had gone to check how far they were with the progress. I am enough with these people's incompetence and I want my money back. I have references that show the dates of my complaint and I also have chats with Maria on my phone sending her pictures of the dining room suit and when I asked her to refer me to the head office, she refused.