The bed shop terrible service

Im am extremely dissapointed with dwarsloop the bed shop after I finished my lay buy of R13999 for a long 11 months and Could not deliver my bed after I finished paying and patiently waited for it for a more than a week. To add to my frustration, they inducated to me that the refund could only be submitted on Monday next week. He even discouraged me that it's useless to call head office because that's procedural. He even intimidated me for requesting to call head office. I can't even concentrate because I'm stuck and stressed.pls anyone out there to assist on this issue. ***.