Waiting for over a month for my refund

I purchased a sleeper couch online at the end of November 2020. When the item was delivered it wasn't quite as we had hoped it would be. I therefore logged a return via email, and the couch was collected from my house on 17 December 2020. We still haven't received a refund. 2 weeks ago, I queried the status of the return and they said they are still waiting for the couch to be returned to "the store" - wherever that might be. It's been more than a month since the return was logged and I still haven't gotten anything, not a refund, nor an update on why it's taking so long.

Shopping online shouldn't be this hard, and I would definitely not recommend Game's online store.