Poor service

Ordered a chair. It took a while to arrive as, even though they take zapper payments, they only process the order once they have received the funds from zapper which takes about a week. When it arrived, It was uncomfortable and the mechanism was faulty. I called to request a refund, the said no problem and that they would come back to me. A week later I called again, and they said it was in the process and they were just trying to schedule the collection. I accepted this at that time given that we were still in lockdown level 3. However in week 3, when I called again, I spoke to a lady named Kate who, completely unprovoked, started shouting and screaming at me because I hadn't requested the refund via email, and they didn't have my bank details, even though policy clearly states that they would process the refund via the original payment method, and no one had mentioned the requirement for an email in my previous phone calls. I have now escalated to the manager, Nadine. I will update this post once I have received feedback.