Couch went in for repairs to never be seen again.

I sent my couch in for repairs in on August 2020, it took me 2 month to arrange for collection of the couch. Now that the couch has gone in, no one knows where the couch is. I was told it will take 14 working days to repair. The 14 days has come and gone along time ago. I have had to purchase another couch as i need something to sit on. I am demanding a refund, the Facebook agent is useless, the call centre has told me i need to wait and i am not getting anywhere further. Can someone please assist with this issue. The reference number is ***.

I need to get this resolved from the worst service company i have ever had to deal with!!