Rochester - Damage goods

We purchased a lounge suit. On the 17.6.2022 from Rochester. On arrival at home we started uncover the item. There were a big whole in the back rest of the couch. We phone the branch and they said they will get on it. On the 29/6 I spoke to Brice that loved my complaint. On the 1/7 I spoke to Muoshe als loved my complaint and promised I will get confirmation in 24 hours. 5/7 spoke to Tshepiso. Same story ref nr 9000252876. Tel nr 0861717273. After that still nothing. Been in contact with Zola at the branch. Got a sms 5/7 that complaint is been looked at. Today 25/7 still not a word from anyone. Zola from the branch is also not answering me anymore. I want this matter resolved. I have waited to long now.