Cash Refund

I made a purchase for a lounge suite paying with my credit card. On the day that I was expecting delivery I got a call from the sales person asking me to come in. When I got to the store, I was informed that the suite that I wanted, there is no stock available and the sales person had so much negative things to say about the quality of the suite I was interested in and tried convincing me to take an alternative which I made very clear that I am not interested in. It's been 2 weeks to date and I have still not received my refund. I submitted a bank statement for the card that was used and now I am told they can't refund my credit card and I must submit an other bank statement for my debit card which was never even presented for the purchase. How can you refund money into a card that no transaction was made with? Why is it such hassle to get my money back when they easily got a sale for a product which they knew they never had available. I need this refund to be sorted out because I want to purchase a lounge suite from a retailer that doesn't **** consumers. Someone in the finance department clearly doesn't know what they are doing or the consultant that respond to my emails doesn't know what they are investigating to resolve my complaint.