Rochester: Rude staff at head office, very bad service and they sell damaged furniture

Rude staff at head office, very bad service and they sell damaged furniture I bought a couch in September 2019 at their Woodmead branch and it was delivered to me on the 27 September. After the delivery guy left I noticed a tear underneath the couch of which I reported it to the store on Monday the 30th. They apologized and told me that they will deliver a replacement couch and pick up the damaged one. on 4 October they delivered a replacement couch and took the damaged one. All was good until on Sunday the 6th October in the evening when I discovered TEAR on the replacement couch. I got very disappointing and reported the issue first thing in the morning of the 7th October and I told them that I want a refund as I dont trust their products anymore. They told me to come to the store and sign refund forms which I did on that same day ( 7 October ) they also asked for proof of banking details and a copy of my ID which I sent to the on the 9 October. I did not hear from them since I sent the documents so I followed with them on Monday 14 October asking them when they are going to come pick up the couch and then process my refund, I was told that they will give a call very soon. They then came and collected the couch on the 17 October. Since then I never heard anything from Rochester until I decided to follow up with them AGAIN on the 29 October asking for my refund. They then told me that they had to wait for authorization from the Regional Manager and then arrange for the order to be GRV, however everything is sorted now and I should be getting my money back very soon. I did not hear anything from them since the 29 October until I decided to call them AGAIN yesterday and spoke to the Woodmead branch manager (Reagan) who told me that he is going to follow up with the rest of the team and will give me feedback in the afternoon, I called him around 9:30am. Well he didn't call me like he promised and I still dont have my money.