Awful Customer Service and shopping experience with a refund penalty.

I have spent over R20k with this company. Called them to ask them to add a couch to the the order and I was told they don't have it in stock. This was fine. So I ordered one online in a colour (which seemed in stock) and paid. A week later during my follow up I was told they will check where it is at. I then got an invoice for a delivery bill for an additional R250 as the price of the couch was R2995 (needed to be R3000) for free delivery. When I called again to follow up I got a whatsapp message back to say "18 working days my dear". I asked for a refund as I no longer needed the couch due to the timing of it. I got told to provide my bank details. When provided and asked if it was refunded I was told yes. A day later someone phoned to say they will deduct 15% for penalty. It was an awful customer experience and I will never buy another thing from this company ever again.