Poor Service Delivery

Bought a coffee table at Russells but they never had stock which they initially said the warehouse has stock of. When delivering all my items the coffee table was not there, asked the driver and he said they don't have stock. When i called the store they informed me they going to send me the one off the shop floor which i was not happy with because it is shop soiled, sales person said ok if i'm willing to wait till warehouse gets stock then they will send it to me which i was ok with, the next day a delivery comes from Russells with a wrapped up coffee table, they said it was from the warehouse but when i opened it it was badly damaged, i told the driver to take it back and i will rather go to the store for a refund. When going to the store I was told they require a bank statement, a coffee of my ID and the receipt so that head office can process the refund which takes up to 7days to get paid back, which is already ridiculous, a week later i contact head office in Johannesburg only to find out that no request has been submitted by them yet for a refund, I called the store numerous times, each time i call they are in meetings and cannot help me, eventually i got through to the manager, and the minute she heard it was me calling for my refund, she started making excuses, she was on leave, system was down etc So i paid Russells for a coffee table which i do not have, and for some reason it is impossible to get my money back. This is the worst service I have ever received, i will never again buy anything at Russells and i will continue to spread the word of how pathetic the service is.