Poor Quality Sofa Halo - Awful Customer Service

Purchased the SCS Halo Sofa in January, it arrived three weeks ago with the feature cushions snagged throughout the fabric.
We asked for replacements straight away and got nowhere. we were told that this was the fabric but we reiterated over and over that it was NOT the same quality as the sofa we saw in January.
I spoke to customer service about the issue and it seems the are trained to never admit fault and be awkward, I was told that someone would need to come and inspect the sofa which was fine but I was made to feel like it was for them to judge whether the sofa was of satisfactory quality and not me the paying customer!!!
Indeed these concerns came to fruition yesterday when we were told but the upholsterer that a few people had complained about the quality of the sofa but this was the fabric.

Seems to me SCS lure you in with their big money tv/newspaper adverts and sale deals but once they have your cash/finance agreement in place they provide the customer with a inferior product and when this is questioned they are not willing to resolve.
I have now written to the SCS Escalations Department to try and resolve this issue either with replacement cushions or a refund
In my experience sales is something they do well, staff in Swansea have always been really helpful, customer service and after sales issues is dealt with appallingly!!