Appalling Experience

Product purchased was a Thelma home office chair.
Lengthy delivery time of 2 months, which I accepted. This was then delayed by a further month.
Chair broke after approx 2 months of normal use - it literally collapsed whilst I was sat in it (I am approx 82 Kg).
On collapsing, grease covered ball bearings spilt out onto my carpet (which remains stained).
On contacting your customer services, I was told that Homeserve would contact me within 48 hours. They didin't contact me until after I had chased this up (after 72 hours +).
I was then required to wait over 3 weeks for Homeserve to visit to confirm that the item was broken and report this back to made.com.
Despite it being confirmed by Homeserve that the item was damaged beyond repair, I was told to source and package the broken item in appropriate packaging, ready for collection (at a cost of my time and money). I agreed (reluctantly).
I raised a complaint about the damage to my carpet to customer services. They said they could not do anything about this (I asked if Homeserve could repair the carpet or if they would provide recompense - both options were declined).
At this stage, I raised a complaint about my experience and asked to speak to a manager. I was promised I would be contacted by a manager within 1-2 weeks. It is now 3 weeks since that commitment was made and I have still not heard from a manager. I have now chased this twice and just get told the same thing each time - 'a manager will contact you soon...'.