Bad customer service

Further feedback as follows: I am struggling now to solve this problem for 7 months. Rochester came to pick up my couches on the 13th of February for credit. I was told that the refund will take between 7-10 days. After two weeks i called Rochester at Carnival asking them about the refund, they told me that warehouse must received the couches and sign it off. Signing off the couches did not take place . She start investigated and try to get hold of a lady called Lettie. Lettie must sign off the couches at the warehouse, I also tried to get hold of Lettie, just could not get hold of Lettie she was never in the office and forever in the warehouse. On the 25th of February 2019 Cynthia from Carnival mall branch called me and told me that Lettie signed off the couches and i will receive my refund between 7 - 10 days. On the 26th of February Charmaine called me and ask me for another copy of my ID because the one that was sent is too small so I immediately send her another copy of my ID. After the 8th/9th working day i called the branch asking how far is the processing of my refund. they could not give me a direct answer. As long as i am concern they did not even know themselves. Today is the 11th day since telling me that the refund will be done in 7-10 days time. The next step for us is to get a lawyer to wright a letter to head office of Rochester. It is now a month that i am without any couches and without my money.