Russells terrible service

Online order number# ***. On the 31/03/2021 Russels delivered a bed I bough online, the bed legs broke the same day it was delivered. I then sent an email and called them on the 1st and asked for a refund. I was advised that the bed will be collected within a few working days. The bed was collected on the 18/04/2021. No one explained the refund process to me all they telling me is that I must wait 7-14 working days. I was advised that the online department will call me, I havent received any call from them, no one has advised that the refund is in process. I emailed my banking details yesterday no one advised that they need banking details. Now I am being told that the 7-14 days will only start on the 22/04/2021. Can someone please urgently process my refund and send me a conformation. We work very hard for our money to be treated this way