Poor customer service

I ordered a couch and a single seater sofa on the 2nd of April 2022. I paid R9,499 for the couch and R6,319 for the single seater sofa. When I eventually received the order on Saturday the 23rd of April 2022 the big couch was damaged. I immediately registered my request for an exchange. Now for days I've been receiving notifications of collection but when I ask about the exchange I'm being told stories. Instead of dealing with my request for exchange I'm getting endless emails and sms telling me to wait for the courier to come and collect the item, of course there's not dropping off of a new one but just taking the damaged one. Where am I supposed to sit while people are "evaluating the damage", especially after sending them pictures of the damages?