Faulty couch

I bought a couch from MRP Ballito in September, within a week it had a big whole in the middle. Mind you i stay alone, beside i bought it so sit on it. I wonder if it is disposable? I searched for their T&Cs and followed the procedure on reporting faulty items delivered via courier. I reported the matter through the email provided on their website, i was a promised a new couch to replace the faulty one(to be collected by courier). I sent them several emails(Bongani Malinga and Michellene Lawrence), doing followup, i was told the courier will come fetch the couch and replace the faulty one. MRP has poor customer service, they take forever to respond, hard to reach on phone, you will be send from pillar to post. Can you imagine a admin of following people for the item you bought and they fail to deliver quality service. I've been with a faulty couch since September, now its December. I complained about this matter to customer care and who were handling the matter are not responding( Claudell Davids, Phindile Mtetwa, MRPH Ballito & Michellene Lawrence: i think texts on my emails are white or transparent to this ppl). Its really draining, i never thought i was buying PROBLEMS. Wow he (Terrence) even have a nerve to tell me the person who was assisting you is on leave, what a lame excuse. So now i must go and sort out their HR problem and teach customer care, i cant be reporting problems and give problem as a solution.