Factory fault

End of September this year I bought sofas at Rochester Witbank, only to find out that some piece has factory fault and I immediately reported the matter to the shop which took them 2 weeks to come n collect it and collection was successful cause my husband called them almost everyday, now is been 3 weeks since the sofa is gonna and we didn’t even receive a feedback or anything, I went to the shop to request a feedback last week Wednesday the 1st of this month Nov it was only then that they also made communication with the manufacturer and they said they’ll update us once they got the reply and to date we still waiting for that reply. What I’ve realised is that you’ll only get feedback from them only when you call everyday, thus how bad the service is😔😔😔