Bad service

I ordered via telephone & when the order was approved the consultant told me that they will deliver in few days, i suggested to her that i can go to the branch and collect it as i'm staying few streets away from it, she said no they have to deliver it.... on the invoice extra R1000 was charged of which R500 was for delivery & R500 for admin fee that i was not even told about, everytime when i call to report it they transfer to different people whom don even assist me with anything, went to the branch manager in Pretoria CBD still nothing is done, is it the customers responsibility to pay for admin & delivery fee