Damaged couch

i bought a Couch in March and it has defects as it was on the shop floor, i since complaint and requested for a service request or exchange and was contacted by the driver for collection and i wasn't available the morning he called, i told him to come on Monday of which he never pitched, its been 4 months with a defected couch i am an unhappy customer. i feel our complaints are not taken serious.. its unfair on me as a customer.