Horrible Customer Care

I have tried to return a defective couch fro February. I have gone to the shop numerous time to try get this sorted out. All me and my fiance get is empty promises. I also tried to contact the call center with this regard. The agent was very rude, asked her to give me her name and surname, she out right refused, i then asked for the call recording she refused as well, and told me i was crazy. Its been a crazy ordeal with these people. I just them to come this couch and give me my refund. Rochester Carnival City is *******!