a shattered dream

Sorry for this late review/complain. We've got your webpage thanks to a South african friend of ours. The 13th of July 2016 we contacted Hannibal Safari equipment and showed our interest in purchasing a roof tent from them. The following month we exchanged several emails with Jacques Willig from Hannibal Safari Ecquipment, explaining the specs for the roof tent and roof rack and we sent all the necessary information about our car (VW Amarok Pickup 4 motion, 2014 model) , where we wanted to mount it and explained, that we needed the tent shipped to Oman. The 30th of August we transferred the amount of 2278 USD (32803.20 Rand) to them. The 26th of September we still has discussions about the ladder length. Only the 14th of December we were informed that the goods had reached the shipper. The 3rd of January 2017 (4 month after we had paid for the tent and rack) we finally received the goods. The 18th of February we contacted Jacques again and explained that we weren't able to mount the tent on our pickup and asked for the lacking instructions. We sent a reminder the 21.02. and pictures of the problem the 22.02.2017. The answer was, that all looked good to him and he would sent us the instructions shortly. We reminded him on 25.02. on 02.03 and sent a last angry email the 11.03.2017 complaining about this utterly lack of customer service and support. We never received any reply after that. Not only went this story on for seven month (from payment, I don't talk about all the emails prior to that) But also since then, we have a roof tent and roof rack, which we can't use. At the same time, it is for obvious reasons, too expensive for us to send all the goods back to SA. We tried to get hold of another email or higher management level to forward our complain but always ended up at the same email address. How can we get our money reimbursed? Thank you in advance for your help. Kind regards