Terrible Customer Service, Still Waiting for Refund

I initiated a return of a Nectar mattress on July 3. I was told I would be contacted within 5-10 business days to arrange pick-up of the mattress. No one contacted me. I emailed Nectar to determine why the return process was not proceeding on time on July 19 (11 business days after initiating the return), July 20 (12 business days), and July 23 (13 business days). Nectar did not respond to any of these messages. After these three attempts to contact Nectar went unanswered, I reached out via the chat function on Nectar's website. The associate assured me that someone would be in touch to schedule a pick up by the end of the week. On July 25, I received an email stating: "Unfortunately, it appears your mattress pick up is outside of our provider's regular service area. They have apologized but can not assist as they have no locations in your area. We have sent your information to our other provider and as soon as they let us know if they will be able to pick up the mattress, we will contact you. We would like to have this matter resolved as quickly as possible and I assure you we will do everything possible from our end to ensure this happens accordingly." It is now July 28 - almost a month later - and the mattress is still awaiting pick-up and taking up space in my living room, and I have not received a refund.