Failure to refund clients

On the 4 Jan 2023 I purchased a new mattress from The Sean Roberts at the Bed Centre in Strubbensvallei. On the 8 Jan I called and went to the store to say that the mattress isnt satisfactory and would like to be refunded back after the other options were not satisfactory. I was assured that the money would be back into my account 2 -5 days later. On the 13 Jan I called Marius the regional manager requesting an explanation on the money where he said I will get it by the 16 Jan latest. It is now almost 10 days since requesting my refund. This is unacceptable and terrible customer retention tactics