Poor service, refund request

My dad bought a 4 piece lounge set in June 2014. In December we noticed a tear and informed the branch. They collected in January 2015. No update or correspondence from the branch until they required themselves. They are now told to take another decent set and no other set is the same price or less. So the one they want is about R1700 more. He is a pensioner and bought that set from his pension before investing his money. Now they want him to take the difference on account with all the extra costs, interest and insurance. And idiots wants a payslip first before the difference can be put on account. Another idiot had the audacity to tell my dad that he received a package and has the cash to pay the difference. This is pensioners who are having people over tonight since it is his birthday and will suffer the embarrassment of an incomplete and broken lounge suite. The other couches are also now breaking. Can they just refund so he can take his business elsewhere. Since this whole issue is just making them sick I sincerely request that you do not contact him but me instead. You people are taking advantage of these pensioners who are fully aware of their rights. refer CPA pls