Rochester Maponya Mall Bad Consumer Service

I bought a couch (Lennox) for R16 000.00 last year August 2023 at rochester Maponya Mall when they delivered it the drivers scratched it a little bit underneath but I accepted the couch as it was, but when the sales person called I told him about the scratch, after four months with the couch i was experiencing problems with the headrests which was in December and I called them so it can be fixed they didn't come in December they only came in January 2024 and it went in for repairs I got it back after two weeks and it was scratched underneath again. Then in May 2024 the couch was sagging in with the sound of springs and had the same problem of headrest, I called them then they came and collected the couch on the 29 May 2024 and a week after I called the manager at Rochester Maponya Mall she said I have been quoted an amount of R8500.00 because the manufacturer states that I abused the couch, mind you the couch was still under warranty and I don't understand how I abused the couch when I'm hardly at home as am always at work and I don't even have kids. I called their Customer service complaints about that and they didn't care they just said I need to pay the money until I lodge a complain with the CONSUMER GOODS AND SERVICES OMBUD and after that they responded to say they're gonna fix the couch and I haven't got my couch up until today. Each and every week I have to go to Rochester Maponya Mall and I'm told that they are still awaiting parts.It's been four months now without my couch and they don't care. Last week when I called their Customer service they said there's nothing they can do.