Bad service, misleading and holding my refund for no reason

Good day, I write this review because I am not a happy customer at all. My name is Thembekile Ngidi and I bought a Bunk bed worth R3000 on Lay-buy at Amanzimtoti branch on the 30th of October 2022, I paid R1000 on that same day, after few enquiries about it and the mattresses, which I was advised the mattresses were R1000 each. On the 24th of December 2022 I paid R1800. Then i whatsapp my sales Person Mthobisi to enquire about the balance. He told me on Whatsapp that my balance was R1100 (this is including the mattresses) , I was confused as according to my knowledge the balance was supposed to be R2200. I asked him if he was certain, he told me he will get back to me, few minutes later he came back assuring me that the balance owed is indeed R1100, I had planned to go to the store and make that payment but I could not, so instead I asked Mthobisi for the store's banking details. He gave me the banking details and I made the EFT payment of R1100 on that same day. He did not communicate as to when will I be able to collect the bed, as per my understanding that they do not keep stock at the store but is kept at the warehouse. And also there were lots of stories about the shortage of store and looking around for the bunk bed in other stores of which I did not entertain because I was failing to understand why was my bunk bed reserved in October when i paid R1000 for it. Eventually I was told that the bed has been found in Umzinto branch and that it will be delivered to the store as I had my own transport to collect it. Just when I was still arranging to collect it Mthobisi called me on the 30th of January 2023 to inform me that as I myself have noticed that something was not adding up, I am still owing R1500 on the bed because the mattresses are R1200 each , which I was really not happy because I had asked him if he was sure that I only owed R1100 and he assured me that is the outstanding amount. I asked him to give me some time to think about all of this and I will get back to him. When I eventually got back to him on the very same day the 30th of January, I told him my mind has made up that I will no longer take the mattresses, from the R1100 which was my last payment he can deduct the R200 for the bunk bed and prepare my refund, he agreed. Today I'm sending someone to collect the bunk bed to be told that first of all, my account is upside down and Mthobisi is on leave. Nomusa did her best to work with me to resolve this issue, I sent her all my POP, My problem right now is that the store is refusing to refund my on cash, they said they only refund via EFT. This is making me more angry as I am not getting a standard customer service. I am so angry right now I don't know what to do...This is not the service I'm expecting from a company as big as Russells. I should have bought this Bunk bed anywhere else but I chose to come to Russells. I am highly pregnant with twins and I have 2 boys I am buying this bed for, I don't need this drama, worse I don't need Russells holding my money for nothing... I told Mthobisi to prepare my refund 11 days ago... and he didn't tell me he can only do this after I have collected the bed... today I want to go look for the foam mattresses somewhere else, I'm told I wont get my money cash. So Its either I get my R1100 now or I get the mattresses... but I will not wait for that EFT... Please help.... (THIS WAS SENT TO THE COMPLAINT DEPARTMENT ON THE 10th OF FEBRUARY 2023)

Up to today I'm being told that someone will contact me, with no one helping me or giving me a turn around time for my complaint to be attended and resolved, hence I have decided to take the matter to Hello peter.