Getting paid for parts a mission.

lost for words, worst ever. This is my second audi in 3 years but I swear never to come back. Ordering parts is a mission to the sun. I have been waiting for a headlight bracket and mounting. Everytime a guarantee is made that I'd get the part. It is either postponed to later that day and when I get there later it is the following morning. I am told that once it has been paid for and processed a refund is impossible