Rochester is unable to do a refund

I bought an office chair at Rochester, Fri 17/2/23. On the way to my car I realised the chair back was loose, I went back to the shop and asked for a refund. This could have easily been done as a reversal to my card but instead I was told they needed to do a head office reversal - which takes 14 days and they require a proof of bank account from me.

Under the consumer protection act I am in full right to request a refund in a returned product.

The excuses I was given included; not being able to do a reversal on a debit card- which I know can be done and not being able to do a reversal as the item I bought is not a decor item eg. A plant.

The manager I spoke to on the phone asked me to help him out by asking my bank to stop the payment- not possible unless it’s a debit order.

I spent 1 hour 45 minutes in the shop while the assistant phoned various people- none of who would authorise the refund.

I had to leave with the refund forms and try get a proof of banking, my receipt and a broken chair.

No one has contacted me again regarding my purchase, after such was promised.

Extremely bad experience and processes which do not protect the consumer. Hugely damaging to the brand which I would recommend one stays very far from.