Frustrated with Rochester

I really hope no one else has to go through the hoops. I have had the worst experience being a customer. Rochester delivered my new couches on the 17th October, and upon delivery the defeats was noted and acknowledged by the delivery guys. To date I have made around 15 calls , sent 11 emails and visited the store more than once, all of this was done to find out when will my product be exchanged. Not a single person on all comms could give me any indication. Eventually I had to request a refund, which now is in limbo as the store cant confirm when the item will be picked up. Not once a member from the JD Group has had the decency of giving any status updates. Best of all , the 2 complaints was raise over these 3 weeks and the Regional Manager hasn't taken any time out to call a customer that frustrated. I hope that my experience does share some insights.