Terrible Service

I bought a TV Stand and realized that the stand was faulty. I asked the Branch Manager to please refund me and advise on refund date. She told me that it will only take a couple of days (3 days Max). To date i have still not received my refund. Every time i follow up with the store i'm advised that they are waiting for Head Office to approve my refund. When i call the Head Office to understand why such delay? i'm being told that they don't deal with customers, i need to call customer service. When i call customer service, they want to refer me back to the branch to speak to the Branch Manager who has already failed me dismally.

I was really hoping that Head Office will help me resolve this issue but they are not interested in listening to my query. I mean customers pay their salaries, if customers don't buy their furniture, then they don't have jobs!!! The Lewis Group Head Office was my last point of resolution to help me on this issue, but they are also not interested to listen.

Sitting at home in despair to get my refund, i reached out to the branch manager again, she said the head office has approved my refund i need to wait 36 hours, it is passed 36 hours now and still my refund is not reflecting in my bank account. What boggles me is that during our conversation she mentioned that The Lewis Group Business Account is a ABSA account, i'm also using a ABSA bank account, the refund amount should reflect instantly since it's the same bank, there shouldn't be a waiting period?

The Sales Lady i bought the TV stand from she's also not helping me to push this issue forward to get it resolved. I have to call the store all the time to get an update, it feels like she only wanted business from me to get commission then that was it. She doesn't care, i have already spent more than 10% of the refund amount on airtime calling their store to get updates on my refund. It is really frustrating and it is a painful process!!!