The worst service ever! Builders happily takes your money but when needing to refund they gone!!!!

After being promised by multiple people that my refund for my broken couch would be done this morning. And phoning multiple times and going to the Tokai branch to speak to the branch manager who isn’t even there again I sit with a broken couch in my garage and no refund.! What will it take to get someone to do what they promise!!!