Bad customer service

I bought a couch from this shop and it was never delivered since July. I ended up requesting for a refund and it's been over a month since I have been waiting for my refund, I have been sending emails, communicating with different people but no one wants to be accountable. I couldn't have the couch delivered to me and now I can't have my money back as well. Yesterday I was promised that the accounts manager will contact me today and I have been waiting the whole day for his/her call.