****ty service

We bought a couch on the 16th of October on the 21st of October my husband discovered it had a lose plank at the back of which he informed the company. It took them 3 weeks after a number of calls and branch visits for them to come collect the damaged piece. The branch manager stopped helping me because I refused to be replaced with another damaged couch. She clearly told me she won't assist me since I chose to report to the head office. Today it's the 18th all the pieces have been collected we still sitting on the floor #Rochester is giving us a tough time to replace the new couch. Is this the service they think is best for their paying customers?