Lewis's pathetic service and brands

I bought a couch that goes with an ottoman in december last year, so in january the couch started making funny sounds and the ottoman sagged in ,we then reported this to the lewis branch we had bought the couch at and they told us to take pics ...of which we didnt do because we felt they had to send someone to come and see what we were complaining about.....we waited patiently for someone to come till about two -three months past with no luck of anyone from the store coming or calling....we then took it further and complained to their customer complaints department who then escalated the matter to the branch ,then they came back to me to say that the branch promised to come pick the couch up and take it to the factory to be assessed. Fast forward to now....i have been waiting for updates from the call centre,its been three weeks now and i've totally lost my patience because i am paying every single month for something im totally not satisfied with....well i bothered myself to call the call centre twice this week to get an update and i was told the person that is dealing with my complain is not in but they would escalate to her supervisor and get her to follow up and get back to me but yet i still await. Lewis's service and products/furniture does not meet their standards. I will never ever buy anything from them ever again and would never recommend them. I want them to come and collect that couch and let me choose another one because i dont trust the brand of the couch they are failling to collect anymore .