Atrocious Service at Rochester Northgate Shopping Centre

Good Day

I bought couches cash from Rochester in November 2023 on the Black Friday Specials that they had. They were delivered on the 15th of December as arranged, the driver who did the delivery notified me that he had never done such an assembling of the couches and does not even have the correct tools as he was not notified by their Warehouse even though it was a service I had paid for with my purchase. He attempted with my pair of scissors and only managed to assemble few legs on the couch and advised that the Warehouse or the store will dispatch him again as that is usually the norm when there's an unfinished job. I advised him that I'll be going home so their turnaround time is very limited. I refused to sign the delivery note seeing that the job was half done, but the driver advised that he then can't leave the couches behind if I don't sign as that is the only proof he has that I have received the item and has nothing with them not fully assembling the couch. I then signed the delivery page that was handed to me. I left Joburg 2 days later only to come back mid January 2024, I started noticing the misalignment on the couches which was due to the unfinished assembling. As time went by it became much more visible with a squeaky sound whenever someone sat on them, which I strongly believe it's because of the unfinished assembling. I unfortunately couldn't go to the store to report the issue as I was in and out of Dr's and hospital due to my high risk pregnancy and heading to my last trimester at the time. I was eventually discharged and tried to recover so I can visit the store where I had bought the item. I logged a complaint around the 22nd of February 2024 which I was advised that their turnaround would be around 14 working days for the entire process or query to be resolved. They were collected from me on the 4th of March and it's been a back and forth process since, that pair is under a 12 months warranty and by the sound of it Rochester is not planning or fixing them nor give me a refund. At this point I only want a new pair or my money back so that i can go and purchase a set of couches from a store that understands what customer service is. In this whole experience the branch manager has never not even once attempted to intervene, I've requested to talk to him or a call back as advised by their Complaints Department but to no success. His service is as pathetic as that of their Warehouse, I can only wonder if I was of a different ethnic group would he have treated the matter the same? His service is atrocious to say the least, I regret the day I walked into his store.