Horrible customer experience and care. Needs shutting down

Horrible experience buying a gadget on their online platform. The customer service number does not assist with any query yet they have an online option but have to escalate your matter. We purchased a TV but it's been one email after the other explaining and correcting with no concern on their side. The item was R12999 but including the delivery of R100 and a TV license renewal amount of R821. Later they requested an amount of R848 to be paid for TV license and non of the consultants could explain why they had charged the R821 in the beginning and why this can't be refunded if it was for the license. Why hire people who do not know the work. Why not have customers deal with the people who are actually doing the work. On request of my refund they claimed it would be 7 to 14 working days till I get it and unfair because they had taken the money or is it a scheme not to repay clients. I am truly disappointed and would never advise anyone to use this service ever.