Recliner lounge suite doest work

I purchased a grafton everest lounge suite through Bradlows store based in Bluff, Durban and received delivery on the 11th October 2024. 3 hours after the delivery I found that one of the recliners on the 2 seater was faulty and could not open. I immediately called the store manager and logged a complaint. She then opened a case on her system for the supplier to investigate. That cased was logged on the 14th October 2024. I was told to wait 21 days and they will get back to me. After waiting 21 days and no response from iether the store or the supplier I called and followed up only to find that nothing was done during the 21 days. I pressed the store manager to get some answers as it's been a while with no response. They then requested for a video of what was actually wrong. I took a video showing the single seater recliner working fine and then when I focused on the 2 seater it refuse to open and something seemed loose, jammed or broken. The center console on the 2 seater was also loose. At the point the entire 2 seater was not functioning as it was suppose to. All of this is clearly shown on the video. I sent the video to them. After a few days they requested pictures from the transporter who delivered the lounge suite. After a few more days they then said the recliner sometimes only opens when someone sits on it. I was confused at this point when they requested another video of someone sitting and then trying to open the recliner. I was very upset as I knew this was not how it was meant to open because the other pieces opened fine without anyone sitting on it. I reluctantly made another video showing them it still doesn't open despite someone sitting on it. This ridiculous back and forth requests continued where they kept asking me obvious questions instead of sending one of their technicians to visibly see that these don't work. It's been 3 months and still I am waiting for an outcome. I am very upset and in disbelief that their customer care doesn't exist. Everytime I needed an update I would have to call and check myself. Right now I'm at a point of stop paying for something that was sold to me broken. Grafton everest should be ashamed of how they treat and handle customers with real problems.