poor quality couch and horrible customer service

I bought a couch in July last year (2024), within 4 months it was sinking. i filled a complaint in November and they dragged it until they collected the couch this year in May(2025). upon collection they did not outline the process of how they were going to rectify the issue until i kept calling and going to the shop to follow up. the lady who is assisting me at the shop is so unprofessional, ive been to the shop 2 times and they hide the manager, ive called 3 times requesting to speak to the manager they hide her. on Friday ( 4 July 2025) i requested an update they said the Manager will come back on Monday, today is Monday ( 7 July 2025) they are saying the manager will come back tomorrow, this is so frustrating because i did not even ask for the money back all I'm asking for is a credit note to chose another couch as I'm not accepting this one. the sales lady herself told me in the second person complaining about this couch! the couch was R22000.00 and I'm forced to accept such a poor quality couch for this amount of money, I'm being sent from pillar to post. there has been no communication and the level of disrespect im getting is very distasteful. i have been a loyal customer and i have bought a couch, headboard and dinning room suite before and i have never experienced this! i regret spending so much money for this couch!