A Christmas gesture gone wrong

I have been passed around to 12 different staff at Takealots refunds and returns team. This has gone on for a month now and they are sitting with both the merchandise (a couch) and my money (R9000). I returned the couch +/-4/5 days after receiving it. (A gift for my mother on Xmas) she however did not like it. The couch was returned brand spanking new back and fine writing said free returns and refunds withing 30 days if used etc. They are now claiming couch was used and we have about 15 pictures of evidence it's unused. They want to now bring the couch back to my mother's house only then to log another fault to take it higher up. Can you fathom the idiocy of it? I cannot believe the incompetence I find once again with this company. A Christmas gesture gone wrong!!!