Unhelpful Service / Bad attitude

I paid for my bed 3 weeks and was told delivery would take place within 10-14 days so after 3 weeks I have phoned to ask where is my bed, ok they say we promise to have with you by Tuesday. Tuesday comes no bed I phone Rochester Northgate speak to the manager ‘maam You will have it tomorrow I promise’ Wednesday comes and no bed I phone today on Thursday the manager is off, no one is in charge and can help and my sales person was first on the loo and then out and unable to help. My phone calls then gets ignored so I get through to customer care and the guys is so rude and says because I didn’t pay delivery I am NOT ALLOWED to complain - I was given free delivery for spending a lot of money in store with them!!!! No one returns my calls and I want a refund oh you must go into the store with your ID and 3 months bank statements for a refund what the hell do they need my bank statements for!!!!!!!!! USELESS !!!!!