Bad customer service

I bought a mattress on the store on the 6th of June 2022, and I returned the mattress on the 4th of July, they told me to come the next day as the store manager was not there. I came back the next day which was the 5th of July and returned the mattress, I then submitted my bank statement and driver’s license (I didn’t have my ID card with me) then I was told that I will get my money back within 7 to 14 days. I went there again today 22nd of July to find out what’s happening with regards to the refund process, then the manager told me that I was supposed to bring my ID card. I asked him why he didn’t tell me that before and first wait for me to come back to the store. He could not answer me. Then I called the customer service number to report the incident, I still couldn’t get help, I was told that they can’t help me, I need to keep going to the store and get the portal number before I can get my money back, so I must keep going back to the store to check the progress of my refund otherwise I won’t get my money back.