Russells not processing refund

I bought a bed (Eldbo) last month t, it was delivered to me 1 September

During the space of September i notice the bed has fault, Spring sounds and other faults.. I reported it to Russell and I didn't receive the best service but eventually their wearhouse contacted me and asked for videos to here the sound..i sent everything and it was approved for exchange/ refund warehouse (Eldbo) advised me to carry on with Russells which i did.. They collected the bed after sometime... But now my issue is my complaint was approved and collected the bed 5 days later, no refund and i have communicated with Russell consultants on my emails which am getting unacceptable responses regarding my refunds of which i don't have bed to sleep..they keep asking me for same documents i already provided. I don't know what next now... Because what russells thinks am using to sleep... This is unacceptable and very poor for servicing...