Bad service

I bought a couch online on the 16th December 2023 delivery was scheduled for 22 December 2023. The was no delivery on the day, since it was festive season I thought to give them some more time, they might be having high volumes of deliveries.

On the 29th I called their customer service to query about my order, was told that the couch was mistakenly dispatched to the wrong warehouse. They said they would request a redirect of the couch to the correct warehouse, the redirect was gonna take a day and the delivery would be within 5 working days after the redirect, so they said.

5 days later on the 6th January I still haven't recipe my order, I called their office again (mind you getting through to them by phone is really a mission, calls are just not answered) I was then told that my order is in the correct warehouse, they are just waiting to dispatch a driver to come deliver. 10th January my order is still not delivered, I call again to enquire, I'm then told that apparently no driver has been dispatched to deliver the order, I'm then promised that the order will be delivered before the end of the week.

15th January I still have not received my order, I call again, I can't get through to their online queries department, I just hold on the phone till I talked to an operator as they it. I explain my queries, she takes my contact details and says that someone from the online department will give me a call, no one does.

16th January I call yet again, I request for the order to be canceled and request a refund. The customer service agent I talked to assured me that the refund will be processed as soon as I provide proof of banking details, of which I did. Today still I haven't received my refund.