Almost a month later and I’m still awaiting refund

I bought a couch on the 3rd of December, it got delivered on the the 5th which was quick. However 2 days later I noticed that the stitching the couch was very bad and I immediately brought this to their attention as well as sent a complaint directly to the company. I spoke to different people and I advised that I would like a refund as I was now uncomfortable that a brand new couch would have such bad stitching, I didn’t want a replacement.

I was asked to send through a bank letter as well as ID copy and I did as advised. I was told it would take 7-14 days for the refund to be processed. I followed up with both the store as well as the call centre to ask when they will collect the couch, I was told stories after stories. I asked when I should start counting when I will receive the refund as I now need to purchase a new couch elsewhere. I have done more than 5 follow ups and I still have not received my refund. They still have not collected the couch. I’m sitting with a couch that I do not want and I don’t use and I want to buy new couches, I can’t do that because I still have not receive my money.

I received a call last week and was told about a replacement, I advised AGAIN that I DON’T want a replacement, I want a refund. I was then advised they would call the store and get back to me. I’m still waiting. Does it make sense that almost a month later I’m still waiting for a refund and that I keep following with you regarding your collection of the couch?? Ridiculous service, I would never recommend anymore to buy from you guys, horrible service. Please process my refund and come and collect your badly stitched couch