No assistance when reporting torn sofa

<p>I purchased a daybed online from Rochester. The coushin on the couch tore, I took the torn cushion to the Woodmead branch where I was greeted by uninterested staff members who just sat and looked at me when I walked into the shop until I had to forcefully get their attention. I was then advised that they cannot assist as I purchased the sofa online. I was given an incident form to complete and send to the service department. I completed the form and sent it via email to the consultant who assisted me with the online purchase as there were no details of where to report the fault on the form or on the website. No response was received from the online sales consultant and several follow ups were done. A response was finally received after advising that I will take the matter up with the head office. On 7 June 2017 I received a SMS from JD group advising that product complaint has been logged - Ticket number RC-ACC- ********** 7-216. There has been no follow up from either JD group service centre or Rochester to arrange how the fault on the sofa will be fixed. </p>