Pathetic service

On the 24th of February 2023 I placed an order for a bed at , @Home online, order #p***. while I was waiting for the delivery I saw a new bed at their stores in East London Hemingways that I liked more than the one I had already paid for, so I requested the store to do the necessary changes and I paid the difference. I then received an email from the store consultant confirming that the new order was made on the 6th of March but only to receive another email on the 9th stating that the order was only made on the 9th of March 2023, order #***. Today it’s the 17th and they just called to tell me that they are unable to do a refund on the initial order and they can’t tell me when will all this be resolved, when I requested the contact details for their system support so that I can follow it up myself, they refused to give me the number. I am sick and tired of @Home stores and their poor services. I want them to keep their bed and give me my money back so I can go buy a bed elsewhere where I will be given a proper service.😡😡