Complaint

In August 2024 my brother bought a bed @ Best home electric [Alice Branch].They delivered an old bed with a bad sound even if you are outside you can here the sound and it was around 09:00pm. 2days later my mother went to the branch to lay a complaint, they say they will deliver the new one when they have it in store in the mean time lets use the one the delivered.Months past they keep saying they will come to collect the bed till today. 2weeks back I called Head office about this matter and was given ref no and told they call me back. Last week I called them again the response was they still waitin from the supplier they will call me back..I told them we no longer need the new bed all we just need our money so that we can buy somewhere else,they say its impossible to get our money back.. Please assist what can we do to get our money back