Appalling after service and un-repaired lounge suite under warranty

In March 2020 i met with Cynthia Zikhali, Branch Manager, ROCHESTER, Mall@Carniva , i requested that my 3 seater Lusaka couch be repaired as it was still under warranty, unfortunately we went into lockdown and it was delayed. I was contacted in June 2020 for the couch to be collected but the warehouse never came to collect. I had made multiple calls and spoke to the branch manager ,whom guaranteed it would be resolved, nothing transpired until end November 2020. My couches were collected but returned on the 2nd of December 2020 not repaired. The fault was clearly stated on the paperwork and no answers as to why it wasnt repaired were given. It was stuffed with more material which was not asked for, jamming the recliner from opening and the middle seat is extremely uncomfortable to sit on now. The couch as terrible scratch on the back which was not there prior to collecting the couch for repair. Im appalled and disgusted with the service from Rochester.

The after service is pathetic and the Branch Manager does not communicate any feedback to the complaints that was raised unless you constantly ask. This is appalling.

Finally received feedback and Cynthia Zikhali claims its customer liability but doesnt provide any other feedback or documentation from the service/repair department. The faults on the Lusaka set is not customer liability as it was still under warranty when i requested the repair and the mechanism and tearing recliner is all factory fault. I need some assistance in resolving this matter. I want a full refund as i cannot deal with such appalling after service and pay such a substantial amount of money for a lounge set that has factory defects and Rochester does not care about their customers. Will never purchase any items from the store again.