Disgrace!!!!!

I am utterly disgusted and extremely disappointed for the service I've received from Homechoice.

On the 3 July 2023 I went to Homechoice Showroom to purchase a blanket combo. I paid for it with my debit card and got the item immediately. I only received a receipt, there was no order numer created as it was a immediate point of sale. My details was not captured on the system so there was no track of my order on the system. Apparently this is a new process that was implemented, well is what i was told I returned the blankets to request for a refund the same day, copies of my ID, bank card and receipt was made and I got told this will be escalated to the Finance Department for the refund. The girl who helped me was Asanda Miki and told me she will contact me once the refund was processed. I than decided I will give it a few days maybe the process will take a few days to be processed. I received no messages or phone calls to let me know what the process was or if it was done. I went there on Wednesday 12 July to find out what is happening with the refund. Just to find out the process was not done at all. Asanda phoned to the Finance Department and spoke to a lady called Anita. Anita informed Asanda she will not be able to do the refund on their side. Asanda told me she will escalate the refund to her Manager Zoliswa Gaba. I went back on Thursday no feedback got told Zoliswa was in Promenade branch. I got told she will be there 10:30 the friday morning. I went there 10:30 just to get told she had a emergency she is in Promenade again. I am so fed up about this up and down story i got no feedback all i get told is it has been escalated to FNB. I went back there again on Tuesday 18 July 2023 to hear if there is any progress on the matter i get told Zoliswa is off sick i must come again. I than demanded to speak to another Manager on duty there,I got told there is no other Manager I can speak to. Asanda than send Zoliswa a email and CC me in the email to ask what the process is. I responded on the email but no response or feedback from Zoliswa once again. Asanda told me she send a email to one of the director's of the showroom that goes by the name of Brian, to help with this request. Mind you this was all done on Tuesday the 18th July. Tuesday just before 5pm Asanda phone me to tell me FNB is sending someone to come and update their card machine terminals for them to do the refund on there. I am not even sure if i believe all these stories that is being told me. Just to add on I did lay a complaint on Tuesday 18th July to the Complaints department as i was very very unhappy about the service i am receiving. A agent Leanne Petersen rep**** on the complaint email and advice the matter has been escalated to the relevant team to investigate. Still today which is the 22 July i have not received any feedbank from anyone. My reference number to the complaint that was logged is ***. I am so angry on how this matter is being handled. How is it possible that a big company like Homechoice implement something new and does not cover all their bases and be sure on how to deal with all sort of queries especially with this one like mine. How is it possible that from the agent to the Manager to the Director does not know how to do this process of the refund. It is ridiculous!!!!!!!!!!EXTREMELY POOR SERVICE.......I NEED SOMEONE TO INTERVENE HERE!!!!!!!!!!!!!!!!!!! or I have no choice to take legal action, i cannot wait for almost a month now for my OWN money to be refunded.