Bad service and unmet promises

This store is very good an collecting their monthly installments but when it comes to customer service its **********. My dad bought living room couches from them and one of the couches tore. they have been saying that they will come and collect it and take it for repairs in December last year , and when they set a date to collect they had excuses as to why they were unable to collect, then the last time I also spoke to them and they said since it will be Christmas soon they suggested that they collect it in January because we won't get it in time before Christmas because there are already other customers in line, with that in mind, after some delays on their side to collect. We agreed to them coming to collect in January this year as one of the store Managers spoke to me and said that I should request for her personally her name slipped my mind, and due to us having a bereavement that we are still coming to terms with I'm only writing this now, because dad went back to their store in January and their tune changed and they said that they will no longer be repairing the couch. My dad has been their loyal customer for years and I think because he is elderly they keep doing this to him although his money is good enough, but he isn't good enough to get great service. They did the same with him before with a mirror they broke on delivery a few years back and it took they over 3 years to replace it, which was even after numerous complaints with them and a post I wrote on here about that matter. I need someone to come and collect and repair that couch like they had promised both myself and dad on numerous occasions last year. Lewis your service is terrible!!!!