Not happy customer

My name is Julia my account with Lewis is insuranced but im not getting the service delivery. lreported the broken and the skin is coming out the quality of the material used for headboard is poor, and the put my account on arrears well im paying they said they will fix it and nothing has happened I called the head office as I'm checking my credit score nothing has changed this is affecting my credit. They just said the will come back to me .At the store good customer service and at the head office trust me they are not doing their job