Pathetic customer service to say the least

About 2 weeks ago I went to buy a bed at the bradlows store at the Vincent-East London branch. I paid for the bed and left and it was agreed that delivery would be do done a few days later. I arranged for someone to collect the bed but when he got to the store he noticed that the base of the bed was broken. I went to the store later that day and I wasn't happy with the alternative base offered so I opted for a refund instead. Long story short I enquired from the branch when I can expect the refund to reflect in my account and they could not give me a straight answer so I called the customer care where I was told that no claim for my refund had been recorded. Currently sitting without a bed and without my refund. We escalated to the store manager who promised to investigate and call us back and we are still waiting.