Unprofessional, bad quality

My beloved dog passed in Feb and I asked Click a Memory on 24 Feb 2019 to create a memory board of photos for me. I was charged R650 which I paid immediately and before receiving the product. Upon completion, the board was wrapped and not visible, so when I got home and opened it I got a nasty surprise! The pictures on the board was in such a bad shape, looked like it was sc****d off with something sharp all over, the photos that were not damaged like that, was also very poor quality. I contacted her to say I am very disappointed, she said she can't do anything about it because it's the woodgrain making the pictures like that. Thereafter, on 7 March 2019 she said she will redo the board for me because she realizes it is her mistake. I gave her loads of time to redo the board, but every time I enquired about when it will be done, I was given one excuse after the other, ranging from her being sooooo busy, to her laptop breaking, to various personal issues. Finally she informed me she is done with the board and will deliver on 6 May 2019. Yet she never pitched and once again I had to listen to excuses that she was not able to find wood. Eventually after a few more times of me asking her about it, she rep**** on 22 May 2019, to say she's rather going to refund me the R650. I sent my banking details and all. Today 30 May 2019, still no board or refund. She also turned very nasty and threatened me with lawyers and lawsuits. I am so disappointed in all of this. R650 is a lot of money for me, I am not only mourning my dog, but also loosing my hard earned money. I have pictures and all what's app conversations as proof.