Bad service and attitude! False advertising

We took photos on 29/08. We were supposed to do a shoot in 2 different outfits and with different backdrops. It was very hot and there was no aircon in the waiting area, everything took ages, 2 hours became almost 4, so we decided to do only 1 outfit as our kids were very agitated. I initially paid for a package to get all my photos edited and on Sunday we decided to change it to a smaller package as we did not take all the photos we were supposed to and did not have a variety to chose from also no different backdrops as advertised, just 1. My hair and make up was also not great and I could have done it better myself. It was NOT professional. They also promised a mini facial which I did not get. They promise finger snacks and a serviced bar. What we got was ****ins and thankfully some wine and juice. The lady serving us was very nice and helpful though. I requested a refund between the initial package and the smaller 1 on Monday morning, enough time to stop editing and change my package. No one phoned me (although they claim to have done it). I had to ask numerous times and then the man that phoned me eventually on THURSDAY was exceptionally rude. Customer service???