Russells review: Poor service and rudeness from management

My wife purchased a bed on lay bye. When completed the payment on the 28/12/2019 she didn't get the item. They told her to be patient. After a week she went there still there was nothing. We asked them to refund or look for the bed from another branch after not finding the bed they said they are asking for more time. We went there again there was nothing so asked for our money which they said they want a bank statement in order for them to process the money. We gave them but up to now we received nothing. Now when we call they don't pick up our calls