CUSTOMER SEVICE WORST EVER, ENDLESS WAITING ON PHONE

I bought a mattress from Mattress world because of the 14 day no quibble money back guarantee. decided that the mattress was not right for us on day of delivery. But it took 3 attempts to get through to the returns department and over 30 minutes each time. Waited a further 10 days for their courier to pick it up. he was alone and i had to help him load it in the van due to the size and weight.
I a still waiting for my refund 10 days later. I have tried several times to get in touch on the phone, each time i have waited over 30 minutes then been cut off. On one occasion 23/1/16 an operator accidentally opened my line and i listened to him having a personal chat with a colleague about the that days football games, during this call i listened to foul language which is unacceptable.
I finally got through a few days later to be told my refund had not been processed and apologies.
NEVER BUY FROM HERE ITS NOT WORTH THE STRESS, CUSTOMER SERVICE APAULING