What happened to customer service

This use to be a trusted brand, with great quality and service, the standards for this company has dropped dramatically and is utterly disgusting. I'm currently waiting on a refund which they are refusing to give me due to me not having my proof of payment, even though they have a copy with all my information, they still refusing to give me my money. It was never communicated that I needed my copy, they also didn't require the copy when the goods were collected, yet when I now need to get my money back, now they need the original copy. I have lost all faith in this brand and wotm recommend it to anyone