I’m frustrated and over this shop

So I have I bought a couch from you guys last year March via credit. A 2 seater with a day bed, around January the day bed started sagging which I honestly don’t understand but could have been a manufacturing issue. Around the 23 of January I went into the Brooklyn store where I purchased the couch to log a query. I was assisted by a man called Nicholas who had the audacity to tell me if the wharehouse finds that the couch is broken because of negligence I was would be liable for it. I don’t understand how when it was just a year in. I went back again in feb only to find that no query was logged and he logged it again. For the whole of feb I kept going back because I was supposed to get a call from some 1 which never came. Fast forward to July when I was called by a lady on the 7th of July to ask if my couch was picked up, told her it wasn’t we arranged they pick it up the following Tuesday the 14th. The day they picked up couch I noticed on the invoice that my name and address were wrong. I asked the drivers and of course they wouldn’t know as such things has nothing to do with them. I scratched out the wrong details and put mine on. A week ago they called my fiancé to ask if my couch was collected as there was a mix up. How after 7 months of waiting ??? But then it made sense as the names on the invoice were wrong. For the past 7 months we’ve been sitting on a uncomfortable saggy couch. Now today I went to the store today AGAIN to ask what the problem and what’s going on with my couch. The Nicholas guys again was not bothered by my issues. I didn’t have my RO number and apparently the system wouldn’t give him one. I called the complaints call center and my cell number and ID are under a Lesley Modisaotsile.. HOW????? When I did my application all my names where used? I called the wharehouse and apparently my couch is still not fixed they are waiting for a POD/POP which I don’t understand how? How would they have picked up my couch if it wasn’t bought from you guys? I’ve been patient enough with you guys since we are experiencing a pandemic but for my ID number to be under someone else is just a name is wrong. No one wants to take ownership of this problem. I pay you guys every month with no fail. I need my couch fixed ASAP and my ID number allocated to my name. So many people complain about you service and in order for us to get what we want we have to fight. I’m in a service industry myself and communication is key. After 7 months of waiting for my couch to be collected and to find out that all the **** is happening really got to me. I was in tears in a shop and all they could say was complaints is the issue. Well they need to start taking responsibility for their. The shop is Rochester not Complaints. I laid a complaint with brooklyn and not over the phone. I hope you will be able to sort out my problem as I can’t wait another 7 months for my couch. I’ve called about 4 times in the past 3 weeks for my matter to be resolved and not even one person has even called to apologize for the inconvenience. In all the 4 times my matter has been escalated and still no help. My couch is at repairs for the past 2 weeks. I’m sick and tired. I’m honestly over this shop. I can’t be complaining for a whole year for just a day bed. The sad part is I’m not the only one who has such issues, the service as a whole is appalling