Disgusting service.

Good Morning I Love Bryanston, I am extremely frustrated and hoping to see if I can get any suggestions. I have over the past 3 months had the most appalling by Rochester Furniture I bought a brand-new couch from Rochester around 3 months ago, the couch was delivered to me broken. I was informed to contact Rochester Furniture to organize a replacement. It took me 2-3 weeks to get anyone to help me. I was informed that someone would call me to order a pickup and replacement, A further week had passed, and I had not received a phone call. Then I pursued trying to email for help, eventually getting someone to call me. It took a further 2 weeks of this delivery company messing me around, to not arrive when they said they would. From calling me at 21:00pm to make arrangements and even having the audacity to call late on a Friday night saying they would come at 6am on Saturday morning. No pickup was ever made after numerous days and times planned. I eventually had to go into a Rochester store for help. I finally managed to get a phone call from someone who said the whole process will take 2 weeks. I said that's fine, but I will not accept a fixed couch as I paid for a new couch, and I expect a new couch. I was informed that once the couch was collected, I would get a phone call so I could speak to someone about this. A further 3 weeks had passed, and I still had not received a phone call or a new couch as I was promised the procedure would only take 2 weeks. I had to send an email to get help yet again. Next, I received a phone call saying they wanted to deliver the fixed couch. I informed them that was not the agreement on the phone calls as well as what I had emailed. I told the man this and he said someone would call me. That was 2 weeks ago and still nothing. During this whole time, I have sent over a dozen emails and been on phone calls constantly. I keep getting promised a supervisor will call me and as seen above nothing happens. I have never had such appalling and disgusting service in my life. Do I need to get to the point and take this further and branch out to the ombudsman.