Utterly bad customer service

I bough an day-bed couch at ROCHESTER in Maponya mall last year and i got it delievered in september 2019 and within 3 months there stiches were coming out. i reported it for a factory fault, they exchanged it for a new one. Again when they delieverthe replacement one it was also faulty i noticed it also in 3months and when i report it there was a lockdown. i sent an email to them and i was promised that my complaint will be attended once the lockdown ristrictions has been lifted. on the email i even further explained that the damage looks like a cut and the more it stays without being attended the damage gonna be worse. The ristrictions were then lifted in May, i then started calling Maponya Branch almost everyday spoke to MZIMKHULU, Portia and Hellen who said is a manager. My couch was then collectedon the 27th July after making several calls and emails. when they come collect the item, no one called me to inform me nor to check my availability. Again even after they collected the item, no one contacted me about the progress nor procedure as to how their policy works, i was never educated about it. I started making calls on the 24/08/20 phoning the warehouse contact center i spoke to Khanyisile Vilakazi *** at 8:49am,whom promised to escalate the matter to her manager Sameer, whom supposed to call me after 2hrs as i was told by the agent that is still busy on other line.i called again on the 26/08/20 2days later since i havent heard anything from Sameer, i spoke to Teddy Abula at 10:20am whom also said Sameer will call me, she didnt call however what she did she sent me an email, i requested to speak to her manager because she is not customer orientated. thats when she sent me an email to inform me that my complaint was declined after they kept my item for almost a month without saying a word to me.

Even to this date my item is not yet returned to my address since they collected it on the 27/07/20 and yet they said they cant repair it, i need to pay for a repair even after i responded to an email to say i want my item back to my address