Waiting 5+ weeks for a poor quality couch to be collected

I ordered a couch online from Rochester at the end of September and it was delivered on 1 October. On 2 October, we requested a refund and that the couch be collected as it was not what we expected and the quality was poor. Today, 5 weeks later, the couch has still not been collected. We have called Rochester 5 times and sent more than 10 emails. Despite confirming they would collect the couch multiple times, it has not happened. At one point we received a text saying the couch would be collected only to receive another an hour later saying they were unable to collect (we provided multiple numbers for them to call and none of these were called).

We have requested that the request is escalated and tried to submit formal complaints, but everyone tells us there is nothing more we can do and our request will be responded to. We are truly at a loss for words in terms of how unprofessional and non-communicative Rochester has been.

Hopefully this post will help to create some sort of action, although we doubt it.