Bad customer service

I ordered labels and did not receive communication on the readiness of my order until I contacted her. I then asked her to collect my labels on a specific day of which she agreed . On arrival I was told there are pick times of which she did not communicate them with me and I have to wait for the labels. I then asked her to deliver the labels as I was working but she refused and asked me to pay a courier fee. After a back and forth I requested a refund but she refused stating that it’s my fault