Unprofessional and no come-back

We baught a lounge suite in November 2019. One of the chairs are falling apart and 2 of the other chair's mechanisms are broken. We were told to e-mail or whatsapp Natasha. This is very unprofessional to do business on e-mail or whatsapp, although we did that, but we have had no success in getting our lounge suite repaired. Very unprofessional on their part.