Bob's Furniture delivered a recliner with a factory defect. They refuse to make an even exchange. I complained to the BBB. They agreed to send me a new recliner. On the BBB, I had to agree to this arrangement before getting the delivery. Bob's ultimately reneged. They sent some stupid technician to look at my chair. I told him to not bother. I had already seen him. He was useless.
If you want to get Bob's attention. Make a complaint with the BBB. Bob's may renege like they did with me, but you will still get their attention.