Constant issues

I purchased a lounge suite from Rochester and in a year's time the same couch broke twice. I have scheduled a collection and from the 1st April 2015 it has not been collected. I have had multiple accounts of bad service from Rochester and at this point I'm fed up. I have spent a fair amount of money there and every time its been an issue. I would like someone to take care of this and run with my issues and make sure it gets fixed as each time I phoned and speak to a person that person has resigned along the way and also none of my mails get read. Its been a case of going through to the branch and getting promised it will get sorted but there is no follow through.