Unhappy customer, feedback from first review

I made a review a couple of weeks back, i give the 1 star just because they responded to my frustration of their tangling poor quality 40’’ brazilian lace front wig i bought from them, they made an effort of sending courier to pick up my hair for them to inspect and do a treatment however after my hair was couriered back,their lack of communication started till i as a worried customer emailed to find out if they received the hair,to get a response that my hair was couriered back, as shocked as i was that nobody has told me what’s wrong with the hair, I received the same hair from courier, i emailed them today for a way forward as nobody communicated futher with me and the hair was still tangling, the response i got was that I cannot get a refund as the lace is cut and the wig is worn and they can advise on products to use, so I assume they expect me to first email them and ask them as per thier advise which products must i use for this tangling. What does not make sense is the fact that how do they expect me as a customer to know that their quality is bad and the hair tangles if I don’t wear the wig… very unpractical hey. But i guess it’s my loss. I might as well have donated the money i paid to charity