Refund request

I made a laybye of a queen bed in December 2024 at the Nelspruit Bester Street Sleepmaster branch and a deposit of R500 was paid. Due to me relocating and requiring the funds I went to the branch again on 15 May 2025 to terminate the lay-buy and submitted all the required documents. The lady that assisted provided a turn around time of 21 business days which I am aware it excludes weekends and public holidays. The allocated TAT lapsed and I went back again on 20 June to follow up and I was assisted by the same elderly lady and she gave me a lot of reasons that did not make sense on why the refund has not been made- she told me about revamping of their premises and the person that was signing off refunds was not available. This did not make sense as to why operations should be interrupted and causes unnecessary delays if the refund was requested as and when I visited the branch. I then asked if am I supposed to wait another 21 days her response was “let’s hope you won’t”. I then asked her if I do have the option of rather taking an item of the same value in their store since they have not processed the refund and she said I can and I advised which Items I wanted and she said she will process them and call me once done. She did not ask for my name, contact details or anything for me to atleast have that sense if comfort that she will attend to my request. I felt like she was indirectly dismissing me hence she has not reached out. For someone who is also in client service/ operations environment it makes me extremely unhappy when there’s a service failure internally and it is not accounted for. Now I must take time from work and go follow up again only to be “politely dismissed”.