Coppengahen Day Bed

Good Morning we bought a couch "Coppenhaggen day bed" from Rochester, the couch started making noises within a few months, cushions are out of shape, finishing no longer looks like the price. We raised the issue with Rochester beginning of lockdown we were told its lockdown level they cant book jobs, we waited for restrictions to be lifted and raised it again, every week a different consultant asks if this has been resolved which is almost 3 months of the same back and forth last week a consultant called mentioning that they will collect the couch for repairs this didn't materialise and we cannot get through to the customer service centre. A phone call on to have this resolved will be highly appreciated I will than give references for my complaint.. Regards Ashley ***