DISGUSTING SERVICE

I purchased an occasional chair from Ciello in April 2021, six months later it has broken. The after sales service from their PE office has been disgusting, after six months I would have expected them to replace the chair. But according to them I must package the chair for them to collect and they will then repair it - this is unacceptable as I dont know whether I will ever get the chair back and as far as I am concerned they should replace it. I don't seem to be able to speak to anyone that is prepared to take accountability for this issue and am at my wits end.