Unhappy and disappointed on another level

I bought a 4 piece lounge suite from JDGroup Russells Brixton branch on the 21st Jan 2025 and it was delivered on the 24th Jan 2025. Within couple of days of the 4 piece couches being at home I noticed that it was damaged as if it was display goods right from the store floor, it had tarring and cuts on it. Immediately I called the branch and spoke to Thea the sales consultant in the store and she agreed to the exchange. She advised me that I can come into the store choose a total different lounge suite, pay the difference if there is or be refunded if that is the case. After liasing with Thea telephonically and I retuned to the store to choose a new lounge suite. The 2nd lounge suite that I chose was a bit more pricey and I paid the difference in store on the 21st Feb 2025 and a couple of days went by with no communication from Russells to inform me when they will be collecting the 1st lounge suit or delivering the 2nd lounge suite. I follow up for with Thea and eventually she advised me about the procedure of the retun and that the warehouse will be giving me a call so therefore I have to keep my phone close by. On the 4th of March I sent a WhatsApp to the branch reminding them about the pickup and delivery. We communicated and she advised to call the warehouse to find out the reason for the delay advising to give me feedback as soon as she is done with the warehouse. On the 11th March 2025 08H36 Thea responded via WhatsApp informing me the warehouse people will call me today and the exchange will be taking place, around 13H09 the 1st lounge suite was collected without the 2nd one being delivered. I followed up with Thea as to when to expect the 2nd set lounge suite and she confirmed on the same day or the following day as per our WhatsApp conversation. On the 11th March 2025 14h00 the warehouse delivered the very same set which had been collected ealier that day and not the new set that I paid for the 2nd tme around. I liased with Thea for the time 4th time that day and she advised not to remove the plastic wrap as the driver was coming back to collect it immediately of which they did and delivered the correct set. On the 24th of March 2025 I sent Thea pictures of the couches, the 2 seater's stitches not properly done and the material came loose. I communicated with Thea regarding it and she ended with asking for my ID number and never got back to me thereafter. On the 22nd April 2025 I sent another WhatsApp to Thea regarding me awaiting her response and she advised that she is was moved to a different branch and assured me that I am not forgotten and she will find other couches for me. 23 April 2025 Thea contacted me via WhatsApp advising me there are no stock available of the my current lounge suite and as soon as it is available they will deliver a brand new lounge suite. I advised Thea to please do a cash refund if a brand new set of couches cannot be delivered as this has been going on for far to long and I am the one following up with the store every time. On the 8th May 2025 I requested for the manager's contact detail as Thea was ignoring me deliberately. So eventually on the 9th May 2025 she decided to reply and provide the manager's details. I had telephonic conversation with the store store manager Mphoza and I visited the store a couple of times and I was brushed of by Mphoza telling me she will log a complaint and the couches will be collected. On the 23rd May 2025 The store manager communicated via WhatsApp asking for picture of the damaged goods of which I sent to her as per her request. No feedback was given thereafter up until the 10th June 2025 when I had to contact the branch to follow up and there was no answer on her personal contact number. On the 10th June 2025 the set of couches was collected and up to date no communication was ever received from Russell's Brixton branch. I followed up the Mphoza but no response was received to date. I dont even know if I still have couches with you guys. I am fed up in being the one to follow up every time being ignored. I have been calling and sending WhatsApp messages and with little or no response back from Russell's. I am very unhappy with your service and customer care team and their poor communication skills. Please can I have an immediate refund as I am sure to get better treatment and customer service somewhere else. I am willing to go to Hello Peter and the Ombitsman the next 5 days if this is not resolved within. It is very frustrating to know that I bought goods from you guys and I cannot even enjoy it in the comfortability in my own home.