False promises and bad customer service

My partner and I ordered a double bed set from the Fourways branch on the 7th of June and it was delivered on the 12th of June and last week Saturday, the 10th of August, the wooden panels in the base broke. I called the following day and spoke to Nompumelelo and advised that we would like a refund and for the bed to be collected for a return. She said she would escalate it to the market seller and we would receive a response the following day. The following day came and we didn't get a response. I then called again and spoke to someone else then I was told to wait until the seller gets back to us. It's been over 3 days now and we haven't heard back from them. We need the refund to get a new bed because we are now sleeping on the floor.