Lack of service

I bought a couch from Rochester on the 18 June 2022. In July, we started experiencing issues with couch. The corner of the couch had given in, the material was coming loose as were the head rests. We raised a complaint around the 25 July and we have been battling to get the issues resolved. If we do not phone Rochester, we hear nothing. Someone was meant to inspect the couch on the 8 August and no one bothered to show up. This is ridiculous, we spent lots of money on this couch from a reputable company and it is becoming a fight to get them to sort out the issues. The manager at the shop has advised that they will swop out the couch but i am not hearing back from them, again I must constantly phone for an update.