Coricraft review: after sales service

i bought Cori craft's couches in 2017 December and they were delivered in march 2018 at home, i was never given any option to choose the staffing and no advise given that the leather need to be protected or anything, one year later 2019/03 the staffing inside the couches are very flat and the couches outside are dirty, i went to Cori craft at mall of the South(Johannesburg)on 13/04/2019 and I was promised that someone will get back to me within 48hrs and nothing happened, i called them again on 24/04/2018 and I was given the number to call at their warehouse and I spoke to Fiona Gommell and she said someone will get back to me as she is liaising with the branch I bought from, She indicated that I have to pay for the staffing if I want a firmer material inside and I also have to pay for the cleaning thereof despite the warranty that I still have on the couches, desirable resolution :request a refund