Entitled to refund but being ignored

I've had the worse experience with deco-furn and sadly to say this is not my first time.

I sleeper couch which I purchased from deco-furn became faulty approximately one month after purchasing it. I then emailed Julian (the manager of the Kenilworth store) on the 7th of November regarding this issue and he did not respond. This was followed by another mail the following week but still no response. Then again another email and still Julian did not respond. I did however receive a call from the delivery manager after my third mail to which we agreed upon a Saturday that he would come and check the couch. He did not come. I then called head office that following Monday and spoke to Zakira who then spoke to Julian and then I finally received a response stating that Marlon (the delivery manager) would call me. I received a call from Marlon that day and he was apologetic and was honest by saying he completely forgot about me the Saturday that passed. We then agreed on either the following day which was Tuesday or the Wednesday. I waited both days but again no show and no call. I then decided to call Julian instead of email and then he got Marlon to ring me back. Marlon called me back and chuckled when again saying he forgot about me. At this point I was already appalled by the putrid service. I also made contact via Decofurn's Facebook page to which I received a response to my first message but since then I have sent a few more and again I am being ignored. Marlon ended up coming that Wednesday and stated it is definitely a manufacturing fault and that he would get his delivery guys to pick up the next day. This time he kept to his promise and the sleeper couch was picked up Thursday morning 23 November 2017. Since the couch has been collected I called Marlon for an update on my refund and he said this was left with Julian. I emailed Julian and also asked him for his general managers contact and he completely ignored my request. Today I am still waiting for my refund and have received absolutely NO communication regarding this. I want nothing to do with this company ever again!!!!!!!! My next step would be to take this to the Ombudsman and I will be requesting more than just my refund !!!