The bed shop, highveld mall, Emalahleni

We have been struggling with the bed shop at Highveld mall Emalahleni. The service that we are receiving from the bed shop has not been great at all. We had bought a pillow from them in the beginning of March 2025, with cash R575 (five hundred and seventy five rand), we had not received a slip/invoice or any proof of purchase on the day, which should have been the first red flag. the person working at the shop that time had written everything down and taken our details should we not be satisfied with the pillow. After the weekend I contacted the lady who had sold us the pillow to say that we would like to return the pillow, she said that it is fine I just have to send a copy of my ID a bank statement and then go into the shop to fill in a refund form and return the pillow. I went to the shop on the 12th of March 2025, to return the pillow and found a new person working there, I had gotten his number to follow up on the process, I returned the pillow and filled in a refund form. A week passed and I have not heard anything from the bed shop. I followed up from this new guy every week and on the 24th of June he called me and asked me if I would prefer the refund to be given back to me in cash or paid into my account and I had told him which ever would be faster, they can pay it into my account or call me to come collect, after that call, nothing, no refund no updates. I went to the shop once every two weeks up until now. I went there again in July 2025, again another new person working there, I got the shop’s email and sent them an email on the 3rd of July 2025, with all the details, my ID copy, latest bank statement as well as a photo of the refund that I took the day I filled it in (the only proof I have, the only proof they had given me). I received an email back from the new person working there saying that they will process the refund and get back to me as soon as possible and then nothing. On the 11th of July 2025, I sent a follow up email in the morning and later the same day went to the shop, then again finding someone new sitting at the desk having to explain my story all over again, after I explained the situation to him and told him which pillow exactly it was, I told him that either we get our refund that we have been waiting for or we get the pillow back but either way we need a result, each time in the shop I remained patient, that day I told the new new guy I would like to speak to a supervisor, he got a lady on the phone who supposedly works at their head office, I explained the situation to her, again in detail. They had told me they have no proof on their side of this purchase, refund or track record. Now we have returned the pillow, sent all our information for the refund multiple times and have still not received any refund.

I am trying to remain patient but it is starting to become difficult with this poor service.

Please please assist.