Service levels sorely lacking

First (and last) time shopper.

Ordered a mattress indicated as in-stock online, received notification it was not in stock, offered an alternative product for the same price although 30% cheaper at most other retailers with claim that it was the same one I ordered.

Requested a refund and then needed to jump through hoops (fill in forms, get bank confirmation letter), instead of just refunding it to the credit card I used during checkout.

Would not recommend, very poor service.