Russels Cleary Park: POOR CUSTOMER SERVICE

My Elderly parents who is pensioners LAY-BYE a lounge suite with Russels in Port Elizabeth, Cleary Park Branch 4 months ago. 2 months down the line she received a call from Russels to say that they sold the lounge suite and she must come in to choose a new set. That is complete utter nonsense firstly why do they offer layby option if the anyway sell your things, secondly They pensioners so budget is tight they cant afford the expensive suites they have at the store and decided to cancel and request money back. They went into the branch and was told to wait 10 days for payment and they will deposit it directly in her account. We still waiting today. I HAVE SEND EMAILS TO THE CUSTOMER CARE LINE TO SORT THIS ISSUE OUT AND ONLY RECEIVE RESPONSE THAT THEY WILL PHONE STILL WAITING.