Impossible to get a refund after Bash order mix-up!

I am so disappointed in the customer service I received from Bash online and in-store @home. I ordered 2 patio cushions and 1 s****-rest from @home via Bash. I received my order and they mixed up my order, they sent me one cushion and 2 s****-rests… I phoned Bash support and they advised me to go to my nearest @home to sort it out, which I did. Got to my nearest @home, they saw that there was a mix up with my order. The other s****-rest’s invoice had someone else’s address and order number on it. The guy who helped me, said I can leave everything (ONE cushion ONE s****-rest) with him. I only took the one s****-rest as it was a gift for someone. He said he will order another cushion from another branch and he will phone me when it is there.

Needless to say, it has been a month now and it’s still not sorted out. He tried to reach out once, I phoned back but he couldn’t talk to me.

Now they are accusing me of already returning the one cushion. Because they can see that one cushion was already returned, BUT someone else received my cushion and returned it because I only received ONE cushion in the first place.

It is really IMPOSSIBLE to get my refund of more than R1000.

I am very disappointed and my next step will be the ombudsman.