Huge disappointment

This reserves as a formal complaint that I have with the order that I have received (order number:***). The first compliant I have is how this particular couch was handled as the delivery people did not leave the couch in my apartment. The couch was too big to fit into the lift and as a result, it had to be taken up by stairs. The couch was left on level 4 whilst I reside in level 6. Subsequently, they unwrapped the couch and took pictures and left. By doing so, we didn't get a chance to inspect the couch and report any defects so that they can take it back should there be any as we were advised to do so. Unfortunately, the couch was unsatisfactory as the manufacturing quality standard was nothing compared to what we had viewed and tested at the store upon purchase. When one sits on the couch, the cushions sink all the way to the bottom (not what we experienced from the Store couch) making it uncomfortable to sit. Moreover, the springs on the couch make noise everytime one sits down. Overall, the couch is not as pleasant as the one we sat on at the store. I have been following up with the store for an exchange and they are giving me a run around. It's been 3 weeks now waiting for this exchange and they haven't done so. This is just heart breaking. What makes matters even worse is that they arranged an exchange and asked us to take the couch downstairs for them and we did that and they never came. I've been calling and no one is getting back to me. Such an inconvenience as I had to leave work for them not to even come