Why send link if at the end of the day you can't help customers,

In July I made payment via the link sleepmasters sent to me, when I went to the shop to find out if they received the money they said no. I had to make another payment in the store and kindly asked them to return the other funds. Till now I haven't received it and they say they can't help but it's their link, I tried to call their customer service they told me that they could see the funds reflecting but the store said they can't see it. Customer service said they can't reverse the money on their side but the store would help but to date nothing. How many customers experienced what I've experienced, if they can't pay back our that means sleepmasters have unallocated money.