Poor customer service

Good day

I hope this email finds you well. I am writing this with a heavy heart..The poor service I have received within your company has worn me off. I bought a bed at sleepmasters in Birch Acres Mall early Feb but unfortunately got a faulted Edblo bed, who then changed it and still gave a faulted one, around early March they approved that I do an upgrade and authorised it, I then went into the store on the 15th May to pay the difference for a new bed/brand. Whoever 2 weeks passed and the bed was still not delivered and I was later told that the store is awaiting for an approval letter which was sent by Edblo to their head office and they could not get hold of the guy by the name of Emmanuel who was suppose to help with the letter, I then spoke to the area Manager Mr *****ya on the 3rd week to escalate the matter for a quick response who referred me to Mr Thuso( bless this man’s heart, he knows the importance of customer service because had it not been for him, I am sure we wouldn’t have made any progress still…Speaking to him I was told the bed will take another week before delivery so I told them I want a refund because I can’t wait so long for a bed…This was on the 6th June, he then managed to get a lady by the name of Digashu Motsedi from the warehouse who apprently deals with such complaints to assist with gettting drives to do a pick up, but however I was still taken from pillar to post as the store got a call from warehouse by the lady of Palesa on the 18th May asking if I was wanted exchange or refund which I did not understand as to how because I asked for a refund from the 6th and now being told that notes on your system say I asked for a refund on the 18th which is not true….fast forward to this day, the bed has not been picked up and my refund has not been processed.i was promised a pick up yesterday which has not happend still.