Pathetic Customer Service from Rochester Homes

I bought a couch from Rochester in November 2023. It is still within the 1 year warranty. 15 March 2024 my husband and I sat down on the couch and the front support beam snapped. I have been contacting their customer support App "BOT" to lay a complaint or to speak to a consultant. I have managed to obtain a reference number RO‑GOMM‑***6‑2306 on more than one occasion but nothing further. I phoned and sent an email to *** on 25 March 2024 and have not had any reply. It is impossible to get good customer service from Rochester Hones. All I want is a replaced or a repaired couch. We have been asked to send photos of the damage which we have done but each time their "BOT" just ends with ...Thanks for contacting us, have a great day further.