Bradlows sale of reject bed and poor customer service

I was always of the impression that Bradlows was a reputable company. It appears I was very wrong in that regard. My son purchased a double bed online from Bradlows on 13 June 2021. Within a week after the delivery, the mattress started to come apart at the seam. I contacted the call centre and explained the situation and was told that someone would be sent out to inspect the mattress. A week later they arrived with a new mattress which my son did not want as it was the same bad quality as the original mattress. We explained that we would like a refund in order to purchase a decent bed set. To cut a long story short, its been a month and we are still waiting on a response regarding the refund. The matter has been escalated about 4 times to the "hub" in the last month but still nobody can tell me how long before they collect their reject bed and refund my son.

Whatever has happened to good client service??