Missing couch

My husband and I bought couches last year June at ok furniture in brits.The couches were not in a condition we were hoping for and we reported this.We were given run around as we requested for the couches to be picked up for a fix or replacement.This year February,one of the couches was collected to be assessed for any fault.unfortunately we were on lockdown after that and their warehouses were not operating.we waited until level 3 where warehouses were permitted to operate however our case has been pushed from one manager to the next as they keep on changing managers.We always have to give the story from scratch as the hand off of the case wasn't done in a proper manner.We are busy paying for a package that isnt full and no one is bothering to update us on the progress.This is so annoying and unprofessional.They still have our couch even today with no updates