Bad service ever

I dont even know where to start I'm nor sure whether is customer service or is poor management infact both we bought Lounge suite & kitchen scheme 9 months ago witch was supposed to be replace as there was some damaged items that were delivered to us. We have be going to the branch and guess what No one is willing to assist even the store manager when I call the store manager is always busy can't take my calls, sad part is she acknowledged that day one as to say the product we received are damaged they will be replaced in a week or so even today... When I speak to the store consultant I'm being advised to call head office... I hope someone sees these and respond because I'm paying every month yet I'm not getting service from the store, I feel like I'm not treated like a customer is closed to a year now!!