Poor quality and poor service

I went to the store to view a sleeper couch, I was not very happy with the quality because of the cost of R13 000.00. I decided to order and they were suppose to deliver today. After they do not pitch and no notification that they are not coming, I called the delivery who informed me that the couch was damaged and they are querying it with Mr Price what to do. I advised them to cancel the order as I do not want a repaired new couch nor do I want to wait another week for a couch. I went to the Somerset West at the mall store to get my refund on my credit card and they called online, who refused to let the store process my refund. I have returned online purchases to the store before, so I know they can refund. She had me hold on for more then 15 minutes to call the delivery people, could not get hold of them, yet I called them and they said they were told to submit a replacement order. So they are refusing to cancel and refund me. Obviously does not know about the CPA