Worst customer service

I bought a fridge and a lounge suite at OK Greenacres, Port Elizabeth on the 28th November and requested that they be delivered on the 29th. On the day of delivery the sales person, Avela, called and informed me that the lounge suite was not available and asked if I would be prepared to receive the fridge only. She could not confirm when the lounge suite would be available. I asked her to cancel the entire deal as I was moving into a new home and I went and bought another lounge suite and fridge at House & Home. On Monday, 4th December I went to the store to sign the cancellation of the deal. The store wanted to refund me a total of R16,398 in cash, which I refused because I had paid for the goods using two cards - a debit and a credit card. I eventually had to call the Manager who agreed that the R7000 paid via credit card was going to be reversed into my credit card. This R7000 payment reflected on my account on the 6th December.

With regards to the debit card payment the store said they can do an EFT. The store manager told me that this payment would reflect in my account in two working days. I have been given a run around as to when I would be receiving my remaining R9,398 as the store personnel say it is out of their hands because all documentation is sent to the Head Office to process the refunds and this takes between two to 10 working days. They say they have no way of checking or following up in their system where the refund is at now.

I do not understand why I am made to suffer like this as a customer. The staff did not even attempt to follow up with Head Office to see where my refund is. OK Furnitures policy states that the customer will be refunded for returned goods (in my case, I never even received any goods) the same way they had paid for the goods. I paid by card but I had to submit my banking details for the EFT payment. OK Furnitures staff talks about 10 working days before I could receive my money back. At this point, I am not even their customer, but their policy speaks of efficiently refunding customers. The store staff say it is the Head Office that takes long with processing refunds, where is the efficiency in that?

I feel like OK Furnitures does not care to resolve customer complaints because as I write this today (7th December) I still do not know when my money will be paid back. I spoke to the the cashier who said someone from Head Office had to verify if indeed the money reflected on OK Furnitures statements. How was OK Furnitures going to refund me in cash without verifying payment?

OK Furnitures, Greenacres, Port Elizabeth - all I want is my refund and not being told stories. It was my first and last time setting foot at your stores.