Terrible service at Bradlows East London

This past December (16 Dec 2019), we bought a coffee Table at Bradlows (Fleet Street, East London). The table was delivered on the same day. However, when we removed the plastic wrapping we found that the table had factory damages. We sent it back to their warehouse and went back to the store to complete the refund process. We completed all the paper work and was told the money would be refunded within 7 working days. To date (27 January 2020), we haven't received our refund and they have been driving us from pillar to post, saying the problem is with their refund system and IT is still working on it. The matter was escalated to the regional manager and head office with no success at all. I have been calling these guys and head office almost every day since and have been to their branch but with no luck. The best they gave me was a portal number 462809 to follow up. They are making their problem my problem. I shouldn't be the one following up on their system errors.