Unsatisfactory service

I had hair ordered for me by the Advanced Hair Studio in Cape Town The hair came it was first not what I had been promised , we had a misunderstanding about that , I had been promised the hair will feel like my own hair and it never did. Instead it was very heavy and uncomfortable, which I was really not happy with. Secondly the hair within two months knotted and went hard, they took it back after the manager in Cape Town had tried to say they will fix the hair and I completely told him I will not take that hair back not now not ever. Because firstly the hair was very expensive, and why would it knot if it was of good quality. Thirdly where they had shaved my own hair to apply the adhesive, my hair has not grown back it has been 14 months. I told the manager I wanted my money back because I will not take the hair and my scalp has been damaged therefore I will not risk putting that back. The manager by the name of Julio insisted I buy a product and see if it will not help This to me did not make sense at all, I asked for my money back and he never wanted to refund me and insisted I go do new measurement for a replacement. I told him so many times my hairline is now permanently damaged why would I damage it further. Now it has been a year and I have no clue when I will have my money back. That is all I am waiting for I have sent so many pics of my hair line to them but to be told go buy such and such a product it might help. What if it does not help and how am I expected to use the product and still put the same adhesive that has damaged my hair?