APPALLING EXPERIENCE: Sloppy Admin, No Stock, and Unresolved Refund after 12 days!

I have never received service this bad and in South Africa, that says a lot. I placed an order for two single mattresses online on the 24th of July. I paid immediately and received a confirmation of my order. On the 4th of August I received an email from Jozsey Mouton stating that I hadn't paid and the order wouldn't be processed unless I did.

I searched for the payment quickly, didn't see it, and placed the order again. It was when I checked my customer portal that I saw the order WAS paid even though she claimed it wasn't. I gave her a call, explained the situation, and asked her to refund the one order. Following that on the 6th of August, I got a missed phone call and an email to tell me she is trying to contact me to 'discuss options'.

I called her back and she was back and forth about stock availability, and a delivery to Piketberg that week...(which isn't even near where I live). So she told me the mattresses I ordered were out of stock. And there were two other options she could offer. I asked her to tell me what the options were, but she seemed to insist that she'd email me. By this point I was already fed up, because they are now not just wasting my time, but actively messing me around. When I told her to refund me and be done with it, and cancel both orders, she finally told me what the other options actually were and what they cost. The only suitable one (unless I was willing to settle for FOAM mattresses) were spring mattresses that were R1200 more expensive! All this was on the 6th of Aug. I told her in no uncertain terms to cancel the order, and that I will go to another supplier. She said she would have to "Discuss it with her manager". Today is the 18th of August and guess what....that second order they couldn't deliver on... still hasn't been refunded. 12 days later it's still showing as processing on their end, and no email notification to tell me a refund been processed. So what now Mattress Warehouse? You know I'm not buying from you again. Exactly how long are you going to drag out a refund you owe me due to your own inability to not only provide even half decent service, never mind being able to fulfill an order. If anyone tells me they are looking for mattresses (we are in the hospitality industry...so mattresses are key purchases for us and those in our network), I'll tell them to run the other way if they find you in the search results.