Horrible service

Sleep master's in Verulam my worst nightmare 13 March I bought a bed from them. When I got home excited about my bed I came to find out the the bad was old crackling and making noises of a old used bed. I called the Store on the 15 March to inform the lady that sold me the bed "the store manager" she said they will come and pick up the bed the next day and bring a new one. The next day came and they didn't picked up the bed. Two days before Lockdown I called asked when they coming and what am to do since we going into Lockdown. I was informed to use the bed they won't be a problem. I waited and got no updates then I called on 18 May as it became my duty to call I was promised my new bed on the 1st of June. I called again on the 10 June and she had the nerve to say I don't when I'm getting my bed and had no updates. 11 June I went into store and spoke to the manager and I told her I want a refund she said " you need to bring back the bed" meaning it's at my expense mind you the store is at fault not me. The next day I brought the bed and during this hole time I still had not received any apology and still didn't get it. She said it will take 7days for me to get a refund.yesterday was day 7 I still have not received my refund I called yesterday as it's been my duty to call for updates I request for the e-mail she sent to request for my refund she said there is no e-mail because it's done on they systems, I ask her to do a follow up and to call me before the end of business day. She failed like she has in the past but this morning she dropped a boom and said my claim was denied due to unclear documents.