Bradlows . Abusers of the elderly

My 72 year old dad purchased a lounge suite from bradlows Phoenix plaza. On delivery of the item we were unhappy as the lounge set was hard and uncomfortable and caused them back pain after sitting on it for more than 20minutes. We had contacted the store the next day to express our concerns and were avoided by the manager Laniv. Eventually after days of being ignored he told my dad that he can’t refund the item as he can’t sell it to someone else due to the packaging being removed. The delivery people removed the packaging and took it away with them so we didn’t remove anything. The manage at the store gave my dad the wrong contact number of the customer care center that’s when my dad asked me to intervene. When we contacted the call center an agent told me the matter would be resolved my dad would be refunded and the items would be picked up from my house within 24 hours, we waited and nothing happened so I called back only for an agent my the name of Dolly to tell me the matter has been successfully resolved . When we are clearly unsatisfied. When I asked to speak to the manager dolly said to me he is in a meeting and she will email him to call me back. The store gave me the same excuse now the call center does the same thing . That’s no coincidence. It’s the festive period we have a lounge suit that no one is allowed to sit in due the fact that we want the item to be returned in the condition we received it, bradlows has no sympathy or empathy for the old to be treating my parents this way. I personally feel that this is abuse of the elderly in a large magnitude. For my parents the money they spent on this item was a large amount. They are unhappy with the item and asked for it to be refunded the very next day, according to the cpa law they are within their rights, but this company keeps avoiding us so that the time will lapse and they won’t refund our money