Terrible Customer Service

On the 22nd of September 2020 I had lodged a service repair request for a Tuscan 6 piece corner lounge set - Grey Fabric as you'll see in the pick up repair note copy attached and I do confirm that the set was collected on Friday 23 October 2020 and taken in for repairs.

The only issue I had with the lounge set was that one of the recliners wasn't reclining ever since day one and so due to Covid-19, it was a process to have the problem reported/fixed immediately as it was first delivered to me on the day national lockdown began back in March 2020.

I am still receiving calls from the service center asking me if my lounge set has been collected for repairs, how is it that they have no knowledge of the set being taken in?

How is it that I have to go back and forth with the store and service center, using my time and airtime regarding this very simple issue about a recliner and why has it taken so ridiculously long to not only repair my set but to return it to me as it's a little over a month now (if I'm correct)?

Why must I now be in a position where I'm emailing them and demanding that you either give me a new lounge set or return mine with immediate effect as I have nothing to sit on?

I've literally had to lend chairs from friends and they've taken them back and now I (a paying client) am being unprofessionally inconvenienced by the Rochester team.

I am done with kindly requesting a lounge set that I'm paying for and at this point I demand that my lounge set is returned URGENTLY.