Pathetic service

I bought a pricy leather couch from leather gallery. Had the couch for over a month. There is a problem headrests. The head rests were not even used at all. Reported the problem. Mandisa response quickly, technical manager came to assess. Tells me at the time of assessment that he didn’t know why the headrests weren’t working properly. Then I get a delayed response from Mandisa that the technical manger said it’s wear and tear. I was told the manager was going to call and explain. Months later, they have done nothing to sort out the problem. I am really disappointed. There clearly is a problem, they have taken no responsibility and have not attempted to fix the problem. How does a new couch, which hasn’t been used, have wear and tear! You be the judge