Non existent customer service

I purchase 2 available couches from weylandts on the 24th of April. I had a call 2 weeks later notifying me that only one couch will be delivered and is available. I then received the first couch on the 20th of may. Tye couch that I saw in the store was dark and black and the one delivered was very grey (more to the light side). It is totally different to what I saw. Not just a little different. I immediately called weylandts to request an exchange - I ordered 2 more expensive couches which I Will pay for. Weylandts now want to charge me and extra 20% restocking fee which when Doing the exchange was not explained to me. I’ve requested an exchange immediately after delivery when I got home and was told to call back the next day. I then did so again before 9 & placed my new order on 21 may. The consultant said that he will call me back and that the returns Dept will contact me. The exchange Dept have not contacted me yet regarding the exchange nor to discuss the restocking fee that I’m not happy with paying. I am urgently awaiting a response for my second order as well.