Worst service ever

House and home at Bloemfontein Fleurdal has the worst service ever. I thought TFG was the best retail group in South Africa but the service rendered at that stored proved me wrong. My mom bought Lexus 3 piece couches there last year June and they said they have a 1 year guarantee. One of the coushes is broken and we went there last week Wednesday and the lady that assisted us promised to contact my mother by Friday, till now we haven't received any feedback. The lady said the couches cannot be replaced as the are over a year and it's only been 6 months with those couches. I really need some serious intervention. I called and asked for the manager today and he promised to call back but he hasn't..