Terrible service from Call Center/ Louisa

Bought couches at the Baywest Mall store and the in-store service from Esmeralda was great! No problem there. But from there on, only problems from Customer Services as we had to return the couches due to defects upon delivery. Made no fewer than 6 calls to the Customer Services department who were not able to assist and assured me that a certain Louisa (manager or supervisor) would call me back. With my numerous calls, this Louisa was never available, always on a call with a promise to call back, but never did. I am absolutely appalled by this terrible lack of service from Louisa and the call center/customer service department. Rochester needs to deal with these staff that gives them a terrible name. The other terrible ratings tells a story.