@Home not refunding after the collection of our couch

We bought an expensive couch in the @home store in Waterfront. 2 weeks after we got the couch, the fabric started tearing. Bear in mind this couch is 13K in store.

After stalking them, they replaced the couch with a new one. Not much later, about 4 weeks, the legs started rusting. Again, we sent the same helpdesk pictures of the rusting legs and request a refund as this is ridiculous. A 13K couch with rusting legs? Seriously, @Home?

They agreed on a refund. They told us to come to the store to process the refund. We drove from our home on the West Coast of Cape Town all the way to Waterfront to be helped. Guess what, they couldn't help us in the store. We had to wait for them to send us a refund paper and process it from there. They promised us to send it on Monday, after the weekend.

A week or so later, we got the paper sent through email, not so quick as they promised at first. We sent the paperwork over and waited another week or so. No answer. We requested them to fetch the couch as we sent the refund paperwork they needed from us. They rep**** instantly and could collect after the weekend, on Monday.

Past Monday, they collected the couch without issues but it went silent from then onwards. We emailed them on Wednesday, asking if everything is in order and whether they got our refund papers. We sent the papers AGAIN, to make sure.

Today, on Friday, 4 days after collecting, we are being told they can't refund us because it hasn't been 3-4 days. Although when we called them on Wednesday, they promised us on the phone AND follow-up email that they will process it that same day.

2 days later. We get rude emails from Mzwanele Tini that the refund can't be made. ARE YOU KIDDING ME? a 13K couch can't be refunded?

I'm seriously disappointed with @home 's service. Getting a couch back to their depot is easy, but paying their customer's back? What's up with that! Next time I buy something, I will tell @home I will pay 3-4 days later, let's see how that works out.

We want our money back!