Appalling service from Rochester

I bought a 2 piece Skylar lounge suite back in May 2019 at Rochester Northgate, kept it at the store and only took delivery in July 2019. In December I noticed that the 2 seater had already started to give in and sag when one sits on it. You can actually feel and hear the springs when you sit whereas the 3 seater is still is very nice and firm.

I reported this to the store and they proceeded to log a complaint on the "system". A representative then phoned me in January 2020 and I advised them that I was out of the country and could they please call me in a week when I am back so that we can arrange for them to come through and have a look at the couch.

6 months later, June 2020, I am still sitting with the same problem and I have become a regular at Rochester Northgate as I follow up and log numerous complaints on a weekly basis only to be told that "the system shows that someone tried to call you".

Honestly if someone tried to call me, would I be taking trips to the store every week?

Is this a tactic for my warranty to run out so that Rochester can claim that nothing can be done and that I am liable for the issue?

Please note that I bought the lounge suite cash and not on credit. The least that any customer deserves is good after sales service but i guess this is non existent with Rochester.

To anyone wanting to buy from Rochester, please beware and be warned.