Poor Customer Service, furniture, and still have not received Refund from Cancellation of Order

A few months ago (December) I went to Rochester Furniture to buy a few pieces new furniture for my home. I used 2 methods of payment--an international wire transfer and a credit card. I was unable to have one of my purchases delivered until they verified receipt of funds which I thought was fair. I sent an email confirming that I had initiated the payment for the furniture, however, Rochester still would not deliver the furniture until they received the funding. About a week later, I called my bank and they verified that they had sent the funds and my account had also been withdrawn. I notified Rochester but they told me that although the money was sent it was in a "holding place" yet to be released. Eventually they stated that in order for the funds to be released, I needed to complete additional paperwork. When I asked the manager for assistance on how to complete the form, he was not able to help and sent me to a local bank to ask for assistance. I went to the bank and they told me they couldn't understand why I needed to complete the paperwork. There was no reason for me to go through all of this. I sent an email informing the manager what happened and escalated it to the home office and told them that if this was not resolved in a matter of days that I wanted to cancel my order and receive a refund. Shortly, after I was told that they had received the money and didn't need additional paperwork from me after all. It had now been over a month and the furniture I ordered was a special order and would take an additional 4 weeks for delivery and so I decided to cancel the order.

I requested a refund and was told that I needed to bring in I.D. and proof of my bank account to initiate the process. I was told that it would take 7 days for the refund once I submitted my documents. The manager told me to ensure that I brought in the documentation because he was going on leave. I brought in the documentation as he requested and he told me that if I had any questions to ask another representative for help.

I called a few days later to find out the status of my refund. The customer service rep I was referred to told me that they were still waiting for my documentation. Documentation I had already submitted. She told me that she didn't process my refund because I didn't submit the paperwork. I told her that I did submit it to her manager and she told me she didn't know where it was. I asked her why she didn't call me to let me know and she said because she didn't have my number. I then told her that the manager placed my paperwork in the binder..that's probably where she could find it. She called me back and told me that she had found the same paperwork that she earlier stated was missing and that my refund would take 3-5 days.

About 5 days later, I called when I didn't receive my refund, I was told that the request had not gone in but that they would go ahead and submit the refund. I was told I would receive my refund within 7 business days. It has now been 12 business days and although I escalated the situation to their home office, I still do not have my money and have no clue what's happening.

In the meantime, the other furniture that I received has already begun to fall apart and the legs on the couch are not able to ***** properly. When I notified Rochester, they told me that I needed to submit a request to have the items fixed and it would take about 3 weeks. I was provided the manufacturers contact details to see if the length of time could be shortened, however, they are unable to reach the manager to verify that they are able to fix my furniture.

It is now March 15th and I went to purchase the items in December. I want my money back.