Impaq staff need training

My wife contacted Impaq to get pricing for next year's books for our 2 kids. My wife said that we would collect the books. After receiving first quotation the one quote showed delivery .My wife said that she considered ebooks but did not confirm that we wanted ebooks. Now it seems like Impaq took it she wanted ebooks. Why would we say we will collect the books if its ebooks?My wife then phoned and said that we would collect the books and to please sent a new quote without delivery. She then received the quote and paid the kids' books and registration. After this whole ordeal we were told that they would refund my sons books and that they would send a new quote on what we now have to pay. We went through all of this and explained from beginning what we wanted and still Impaq messed up and now it must cost us extra money. We budgeted for these books according to the quotes Impaq sent us. Why should we now pay the price for Impaqs fault? After my wife spoke to them, they said that they would listen to the recordings and come back to her. Since then, no one even bothered to phone back. Please also send us that recording. Clearly you now had enough time to listen to the recording and picked up you were wrong and now just letting the customer hang. This is seriously unprofessional. Own up to your mistakes. You guys think we also know everything you know. We do not work for Impaq. The last quote sent did not say anything on it about ebooks. This is our hard-earned cash. Why not make sure exactly what customer wants before sending numerous quotations and then holding customer accountable if something is wrong and when YOU clearly messed up. Even after my wife phoned back asking now what the amount difference is between ebooks and hard copy the lady could not even say. And up to now no one came back to us. You expect us to phone numerous times a day and day after day to get this resolved after you clearly messed up? So it must cost us more money in calls also?