Superbalist Terrible service

I bought a couch on the 2nd of September by the 25th the couchion is sunken and there's a wire coming out of the cushion. This couch is barely used I'm a student working full time it's exam season. I'm literally doing my 8 to 5 and after that it's study time I barely used the couch and it gets damaged. I followed the process and logged a query with Superbalist on 25 September. They told me they will come to collect it on the 27th. On the 27th they send a s******! The s****** guy then advised them of the reasons why he couldn't collect it. They then rescheduled for the 28th. On the 28th they cancelled and rescheduled for the 29. On the 29th they sent a ****ing Corolla. These are the same people who sent me an email confirming the collections details with a picture of the couch on the email so they are aware what needs to be collected. I let the s****** mistake go but this.. Ultimate disrespect cause it's not like they don't know what has to be collected. When I call their call center the agents say they will call me back. They never did. They say it will be escalated it was never done. When I ask to speak to a manager the agent claims she is the manager. Now I work in a call center too.. Since when do manager sit there and work on the call center.. I wasn't transfered or anything she just **** to me. Their social media team keeps telling me to dm them where they are equally useless cause they just says it's escalate. No reference numbers. No sms or emails confirming anything. This was my very first big purchase I'm soo gutted and can honestly say I'm never ever using their services again. It's almost like they keep ****ing up so they can end up saying I've exceeded the 30 day returns policy. I am a student who earns peanuts I will not be ****med for money that I worked soo hard for!