Bad customer experience

I have never had such a bad experience even the customer service agent agreed that they are terrible with all the customer support services. How the company is still trading and operating is completely astonishing. They delivered the wrong sofa and then urgued that they did deliver the correct sofa, after 12 calls and 7 mails providing them with proof they finally agreed. My trouble was not over they then told me they cant guarantee I will get the sofa I ordered and said we need to proceed with a refund. They where very adamant on collecting the sofa before processing the refund but confirmed via email the refund will he done the day after collection. This never happened then again after multiple calls, mails and a week later they directed me to the Finance department but the number they provide doesn't work and I still sitting without a sofa and out of pocket.