Rochester Furniture delays

I bought dining chairs a month ago and the incorrect colour chairs were delivered. The order was collected and I was told a complaint had to be logged and then the correct chairs would be despatched. Three weeks and I am still waiting, there is nobody I can escalate to and no date provided as to when I will receive the chairs. We have offered to collect the chairs ourselves but was told this would be too much admit. Rochester's processes are a nightmare. My chairs are there, but can't be delivered? And there is no complaint procedures or escalations for customers to follow. Really pathetic.