I bought it new, but I don't have it!

On 31 August 2015 I bought and paid for in full a Pellissima daybed.<br> On 29 September 2015, I sent Fakhri some photographs and a completed service request form because the stitching was coming loose on the daybed.<br> On 2nd of October Roxanne from service department phoned me to say that they would have to collect the daybed and they could only do it on 9th October.<br> On the 9th of October I made special arrangements at work to be available immediately to come and open my house for them to collect. Nothing happened. No phone calls or sms or anything at all. They didn't pitch up.<br> On 10th October I went to see Fakhri at the store and he phoned service department and they said they would come on Tuesday 13th October. They offered no explanation as to why they didn't come on Friday as promised. They took the daybed on Tuesday just as it was with no protective bubble wrap or anything and loaded it into he truck and left.<br> On Friday 16th October I called Fakhri to find out what was happening since I had heard nothing. He said he would get back to me which he didn't. I had to call again and he said he would get Roxanne to phone me. When she did call me I told her that waiting 3 - 4 weeks was not