Metro Lifestyle- No Service

We bought a double bed mattress on 12 December 2022 online. On 15 December 2022 my wife called to find out when the order will be delivered as we had no feedback other than the initial mail stating that our order had been placed. On 21 December 2023 my wife contacted Metro Lifestyle again to cancel the order as we did not require the mattress any more. My wife informed them that we purchased this through our Mobicred account on countless times for the refund to be done. This was sent via their Whatsapp number and Mail. Suffice to say no refund was made. In January 2023 my wife did weekly follow ups to find out about our refund. They kept taking her contact details and said they will call her back. NO CALLS ever made. Eventually she spoke to someone and they said that they need a copy of the ID and Bank statement for the person named on the order. This was then sent through on 2 February 2023. My wife did more follow ups on this and the same they took her number and NEVER got back to her. Eventually she got a hold of a person in the Creditors side and they sent an email to the person dealing with the online orders with no replay from this person. Another email to the creditors department from us and Creditors department sent another mail to online orders with NO RESPONSE. We sent out another email on 23 February 2023 as we still have not received the refund. Got an email on 23 February 2023 back from Metro Lifestyle requesting a proof of payment for our purchase and stating that there will be 2 refund options. Below options supp****:

1st Option In order to process your refund quicker we require a proof of payment from you so that we can make a direct EFT .

2nd option We will process your refund via Paygate and it takes 7-14 business days to reflect in your account please note : once we send the payment back to Paygate it’s no longer in our hands , you would have to follow up with Paygate.

I will never ever do any business with them again online of instore and we will be lodging a complaint with the Consumers Council as well.