EXTREMELY DISSATISFIED

I bought a couch which now looks like a sinking boat I called Makro for a return before the six months window period and was told that they will send driver to come collect for assessment next day a driver calls and he requested a Pic of the couches I sent it he then said his van is too small he will request the office to send someone with a bigger van I then received a call from a guy asking if I was home on a Thursday so he can come collect of which I did advise makro that I work 3 days (Mon, Tues & Fri)remotely & 2 days (Wed & Thur) at the office, I advised him that I was not home so can he come Friday he agreed which resulted in my request being rejected till today I keep calling them about the couch and all I get is the MATTER HAS BEEN ESCALATED AND WE WILL BE IN TOUCH " WE CANT EVEN USE THAT PART OF THE COUCH BECAUSE WE DONT KNOW WHAT THE PROBLEM IS AS WE CHECKED BUT WE CANT SEE ANYTHING EXCEPT THAT THE COUCH IS JUST FALLING mind you im using my airtime daily to call them and also *** them they couldn't careless of what im saying all i get is we do apologize for the inconvenience please not the matter has been escalated yet when I paid I didn't give them any issues. WHAT GSME IS MAKRO PLAYING IM CONCERNED THEIR LACK OF CARE IS A CONCERN 😟 😨