Shocking Customer Service for Delivery Refund

I bought a lovely coffee table online on 21 July 2019. I originally decided to get the table delivered but then I got charged for delivery and decided to collect instead. (Delivery is not for free which is stated in the T's & C's - not very clearly but forgivable). I battled to change the delivery from delivery to pick up but once again, this is forgivable. However, since then I have been battling to get my refund. Their customer care over email is shocking to say the least! The process is badly planned and they asked for bank statements over 3 times! (The exact same document was required each time). There is no follow on to each email, so every time you email, a new ticket is generated and you have to go back and look in your mailbox for the previous incident that you logged. The process was complicated and extremely frustrating. I do not recommend anyone to use their online services at all.