Non performance on promises and poor service

I am frankly disappointed with the service experienced on online shopping from The Mattress Warehouse. I purchased a mattress online on 21 September 2020, limiting my choice to mattresses which were indicated as being "Available" on the website. Payment was made on the same date. I received an email confirming my order, indicating that the lead time on the order would be 7 to 10 working days, which I found acceptable. I was also reminded that I had to purchase a waterproof mattress protector in order to qualify for the 100 day return, which I then did. On completion of payment I realised that delivery costs were added to the amount. During the following week I started calling in order to arrange for a refund on the delivery costs. This took a couple of calls with Robin promising to find someone from online tracking to get back to me, which never happened. Eventually I called head office on 6 October, where Francois arranged for a refund form to be sent to me, which I completed and returned. I also received a call from Jean on the same day, who promised to get back to me regarding delivery - which did not happen as promised. On Friday 9 October I had still not received any update regarding delivery - which led me to cancel my order