Bad/Worst Service ever

I bought two couches' cash in December 2022 which were delivered a few days later. The sales agent that assisted me said that should there be any problem (wear & tear) on them we must let him know and he will arrange for them to do a swap and give us new couches. One of the couches delivered is torn and threads are out. We keep calling and calling and we don't get any assistance. We phoned in December after they delivered and reported the issue of which we were told they closed for December which we understood. Phoned on Monday 16 Jan 2023(Rochester Stone Ridge Greenstone and spoke to the sales agent that assisted me keep giving me the run around and not following up. I mean I don't owe them anything and I was told we have warranty on them but the service I'm getting is really disgusting. I really don't understand how a well renowned company like Rochester can be giving people such bad service. I feel like taking those couches back and asking for my refund because wow, I'm disappointed.