Total lack of service and accountability

My couch went in for repairs. I got it returned with a new rip in it. They fetched it and I was told by Jean that it would be ready within 7 -10 days. I got a call from him last week to say that there were Easter holidays that there would be a delay. I phoned Jean yesterday (9 Apr) to find out where my couch is. He said he would phone and find out and call me back. I waited all day. Again. Nothing from Rochester. I called today at 11h45 (10 Apr) and he said that the back office was waiting on some invoice. so the couch has not been repaired to date. I am so fed up with Rochester and their management lacking accountability and lacking follow through. I have never dealt with such ?????? in all my life. Just fix the damn thing and get it back to me ASAP. Is that too much to ask???>????