Disappointed with quality and lack of service from staff from Lewis store in Dennilton moutse mall

I'm writing this to express my disappointment and frustration from the quality of the couches I bought in 2022 August and the unhelpful/ dismissive manner the staff conducts themselves.

I purchased a leather couch in Aug 2022 for R20 000. Fast foward to 2025, The couches have developed a significant tear on the headrest and armrest cushions, which is both concerning and disappointing to see the poor quality of the item from such a reputable store. I don't think purchasing quality couches are suppose to be durable for 3 years????

I sent my aunt in to report the matter to the store, where she was told someone would call or come see the couch. 4 weeks later, that had not been done. I called the sales lady who assisted me and asked she escalate the matter and would be nice if she involved her manager, she told me her manager could not be reached and she was working in the storerooms due to shortage of staff, i can't understand how does that concern me. I visited the store again today where I found another guy who continously dismissed my concerns and straight up told me that they will not fix the couches as it had been purchased 3 years ago and the issue is no longer the stores problem. He further mentioned the only thing he will do is to send someone to check the couches and we'll be liable to pay for it. When I questioned him as to why no one called or responded to tell us that from the beginning, he said he had other queries to attend to as they are short staffed. How is it that the store makes it a customer issue that the store has no staff?? Are our queries gonna be dismissed cause the staff cant handle any store pressure? Is Lewis stores selling us overpriced products with poor quality?? I cannot purchase a R20 000 and pop up more money to get it fixed again 3 years later. I need someone capable at Lewis to assist with the poor quality and service delivery of their store and staff