Bad service

I bought a lounge suite from a shop called Kraaines in 2019. After a few months the cushions went completely flat and uncomfortable, I went to the shop and complained, they collected the cushions and replaced it. However, they again went flat and uncomfortable. They refunded me and I bought another couch, after a few moths again the same thing happened to the cushions of the new couch. They collected the couch in the middle of May 2020 to rectify the issue and I understand that with lockdown it was difficult as everything was closed .

I received the couch back yesterday 26.6.2020 the cushions where fixed but there was a hole, that look like a cigarette burn, on the left arm rest and oil on the right one, they must have tried to clean it but left a mark on it now. I called the owner and told him about it, I have sent him pics of it, he said he will come back to me . I called him late yesterday afternoon and he told me he will come back to me ASAP. I sent him a WhatsApp this morning enquiring what is happening and got a sarcastic voice message back from him saying that he will get to it when he has a chance and that he got hundreds of clients.

I would like your advice what I can do about this matter, I live in Bloemfontein .