False sales

I chose and paid for a mattress. My husband goes to collect today, only to see that it isn't the same mattress. Chris at the store and Mathias at head office insists there is no difference when infact they even look different. Now I request that it be returned and refunded. I've been asked to send an email which was hours ago and no response since. No one can tell me the process not when I will receive my refund. I don't recommend anyone buy from this company. They do not keep stock at the store so there is no guarantee of getting what you paid for.