Shocking service from Lewis Stores

My house help bought a lounge suite from Lewis Sores, Kwamashu in Dec 2017. When it arrived in Jan 2018, the couch was torn. She contacted Lewis Stores and eventually they came to collect it later in year. It was supposed to have been recovered. On return, it was still torn. I have now contacted Customer Care AND the store direct, and the Manager promised to go and assess the couch herself 2 weeks ago. Still nothing! I have called Customer care and left messages for the consultant to call me ( Hayley) to no avail. I have called the store and had no progress there either. The contract for the suite has an extended warranty. I feel the couch needs to be replaced as my helper is still paying her monthly installments . Lewis Stores are not fulfilling their promise and are exploiting the lower income clients. After sales service is a disgrace.