The client is falling through the cracks but the money has been banked.

I bought a Lounge suite 2 weeks ago from Rochester Strubens Valey and the incorrect product / incomplete product was delivered. I reported it and was promised speedy resolution. Unfortunately Rochester which is part of Pepkor / Steinhoff group seem to have different silos attending to Selling > Warehousing > Delivery. First these different departments blamed the service defect on each other, yet the matter has still not been resolved. Now the responsibility is shifted to me to do the follow up...and I still have an incomplete product.