Disgusting service!

I have never been so disappointed in a business. My husband and i support DIY dundee store often. On the 28th November 2025 webought a eurolux bug machine. When we arrived home and opened the box the machine was totally damaged and wouldnt switch on. When we took it back within 30 mins, they said they dont have more stock will we take a refund. We accepted this, they said they will do a bank transfer as we paid by card. We forwarded them the details as requested and heard nothing further. On the 18th December 2025 i phoned to make enquiries as to what was happening, and nobody seemed to know where the refund was, the landy then proceeded to tell me they had stock of the machine and we could swop it. On arrival there was no stock and suddenly we had to provide copies of paperwork to process the refund that we were never previously asked for. The lady then proceeded to say she would contact head office and do an immediate transfer. We said we would wait in the shop till the refund was processed upon which the lady laughed outright at me and said it may only be done on Monday. She was not concerned or anything. I dont beleive anything would have been done regarding the refund if we had not gone to the store. The damaged item is lying behind the counter untouched from the day we returned it. I have never been treated so badly and been so humiliated before.