Feedback on damaged goods

We bought a couch and ottoman from Rochester Centurion branch end of December 2015.About 2 week into our purchase the feathers started sticking out and coming out. We reported this, after so many mails and no responses eventually Dereck sent a form to be completed. Then time passed once again without any response and on a Sunday morning without phoning me from the start, they sent a mail to my work mail stating they will be picking up my couch Monday. This was ridiculous, why did they send a mail and not phone me.I had to urgently make arrangement so they can pick it up.After not hearing from anyone I sent a mail regarding the status of my couch they ignored my mail for the first 3 times and finally answered and explained it takes 10 - 14 work days. Then after the 10th working day I had no feedback from the store once again I must contact them and they ignore once email and then finally after I had sent numerous mails he replies stating it now takes a minimum of 18 working days without delivery. We are now on day 16 and once again no feedback. I had my coach a couple of weeks before sending it back. All people ignores a person and no feedback is given! Unprofessional & ridiculous