bad customer service and uninformed staff

Bad service and staff not properly informed on processes and procedures. Placed an orderer for books, called a week later as I received no updates or feedback just to find out that order was never placed. Hence upon cancellation and refund request they wanted to reorder and expects the child to be without the books for 3 weeks. After all the calls and transport cost now, I am still expected to complete a refund form for a 60 rand. How pathetic