Horrible customer experience

Made an online purchase of a dishwasher on March 23rd. It was delivered on the 26th and when I unboxed it, there was a massive dent, where I immediately reported to the company and for them to collect and issue a replacement. Imran, the branch manager at the Northgate store was my contact and failed to ensure the collection happened in time. I sat with the unit in the middle of my kitchen until 31 March. I let this pass as we were trying to get a replacement unit, upon which I was informed there was no stock and that he was looking at giving me a different unit which needed to be discounted. I wasn’t given the choice to first see if the alternative had the features I needed or not. After the wait, he informed me that he couldn’t get me the unit he had in mind and that my funds would be returned to me. The options I was given were either to have the refund processed in-store which would take 2-3 days or submitting the refund to H/O which would take 5-7 days. On April 3rd I confirmed that he should run the refund with H/O as I wasn’t about to spend more money to get my money back. I have followed up on the refund since and 3 mails where there has not been any responses from him since. On 19 April I reached out to Hi-Fi’s Twitter to request support on the 19th of April and I was informed refund would take 14 to 21 days (April 23rd). If my math works out, which it does, we are well passed 21 days, and nothing has reflected in my account. This really ****es me off because firstly, I pretty much offered free storage to this company for 5ish damaged unit in my apartment. Secondly, the amount of time invested in getting my refund. Had the roles been reversed, their customer would have he to pay interest as well as legal debt collection fees plus impacts on their credit records, and yet we must just be basic ****es and deal with this to get what we rightfully deserve. GET ME MY FAMN MONEY BACK! I so wish other customers check such platforms so that they don’t end up regretting taking their business to you. If you care, start by taking it up from the ticket reference ***. And honestly in 2023, learn to really improve your customer experience. Basic marketing 101, great service results in further consideration and damn, you guys failed so horribly.