Poor service on repair on damanged goods

Inquiry is based on a purchase that was done in 2013, I bought a lounge suit and in the very same year one on the couches was damaged. This was reported to the local store as there was an existing warranty which should cover such cases. The damaged couch was only taken in August 2014 and ever since there has been no conclusion or feedback from the store.<br> I intend to escalate the matter to the consumer protector however I will give your customer care department the benefit of a doubt with this last request.