No service, no interest

In the first week of January I contacted Rochester in Northgate to inform them that the recliner lever on the couch I bought in 2015 had broken off. I was sent a service request form which I completed and returned. I was told that the factory was still closed but my request would be attended to once they re-opened. I am still waiting. Numerous emails were sent requesting feedback/assistance, and all I get in response are excuses or that my complaint has been "escalated". Absolutely nothing happens. I even asked if I can purchase the recliner lever from them and install it myself but that is apparently not possible. The other issue I have is that I purchased the couch upholstered in "Air Leather", which must be the worst thing on the market as far as upholstery is concerned. This stuff starts peeling of in tiny little bits after about a year and a half or so, and it messes up the floor and sticks to clothing and skin. Absolutely horrible.