Horrible service from their repairs and complaints department

I bought a lounge suite from them in September of 2025. The couch began tearing the following month, I then logged a repair with them in Jan 2026. They fetched the couch and to this day they haven't returned it. I told them I wouldn't mind one that is on display because they said they didn't have material to fix it and they no longer make it with that material anymore. I'm so fed up that I even sent my complaint to the ombudsman. I'm hoping they'll sort it out, but I will never ever use their services. It is appalling to say the least.