Extremely poor customer service!!!

So bought a couch from MRP Home and then started tearing (Getting damaged). Contacted MRP and they asked if I'd like a replacement or refund, I opted for a refund. They collected the couch on Friday morning 16 October. Later that day I asked about the refund process and when I'd receive my refund, I was told that Charnee the rep who had initially assisted me had already left for the day. I then made contact again on Monday 19 October and was told that Charnee would get in touch with me by the end of the day and SURPRISE SURPRISE she didn't contact me (I have also sent her an email which she hasn't responded to. Made contact again today 20 October, and I'm told again that Charnee is handling this and she will contact me (I was told this via whatsapp), the courier company that collected the couch then called me today and put me through to MRP Home and the person I spoke to was asking me questions as if this is a new query and then he told me that Charnee is on leave today however via whatsapp I was told that she's handling this today and will contact me. Is Charnee the ONLY person who can assist with my refund, if so I'm *****ed then because she's not making contact. I've had the worst customer service with MRP Home, not even talking about the poor quality of the couch. MRP Home, you have your couch back so refund me as agreed.