Defective Goods & Poor Service

I purchased a couch to the value of R10,250 including delivery costs (paid in full prior to delivery) in August from Rochester Northgate. 1. I was notified that the couch will be delivered after 13h00 on Monday the 4th of September. On the said Monday, the delivery guys were calling me incessantly from 10:00am - rudely demanding access to the complex as they were at my place with the delivery. Already upset, I had to leave work and had to meet the guys at home. 2. Upon assembly of the 3 piece couch, the middle piece proved defective in that it did not stand properly on the floor and would only land on the floor if there was a weight on it. I instructed the delivery guys to take the couch away and order me a new one that is not defective. I called the sales consultant and notified her - she was extremely helpful and supported my action. 3. 2 days later, the delivery guys returned with a 'new' couch. Upon assembly, it became evident that the 'new' couch was defective too - as the entire clip to join the couch was missing. I instructed them to leave with the couch. 4. If that wasn't enough, they carelessly broke a glass that was on the counter and dirtied the walls of my lounge while vigorously trying to assemble the couch and 'knock off work' - both times. 5. I went to the store on the same Thursday, where the Manager Monica attempted to assist me. She tried tirelessly to contact the warehouse - to no avail. This was further testament to the "don't care attitude" of the warehouse. 6. I was told that a new couch would only be delivered to me the following week, as they were closed on Friday the 5th for Annual Stock take / Financial audit. 7. I asked for a refund. 8. After "begging" for my money back, I received only PART of my money back and as we are now entering the third month of this back and forth - I am still waiting for my money back - no one seems to know why my payment hasn't arrived.

My questions to Rochester: there seems to be an unhealthy relationship with stores and the warehouse, how can consumers rely on good service if there is a divide within the company itself? Does anyone screen the couches before loading for delivery? Clearly not - as the defects should have been detected prior to loading. Why are the phones not being answered by Warehouse managers? We tried calling and emailing - to no avail. Lastly, please will someone pay me back???????