Appalling service from Italtile

I was appalled at the service I received from Italtile in Cape Town. I chose a very good mosaic tile and was asked to pay for it immediately but once I had made payment, I was told that it was not in stock in Cape Town but would be transported from Johannesburg the following week. Eventually, the incorrect tiles were delivered and when I tried to find out when I could expect the tiles as my tiler was finishing up and had to leave for another job, I received promises of it being on the way. Eventually, on the Sunday, I indicated that I wished to cancel the order and purchase elsewhere. However, I was assured that the tiles were in the warehouse at the store in Cape Town and would be checked and delivered by the warehouse manager first thing on Monday morning. Come Monday morning, I was informed by the warehouse that the tiles were still in transit and might be received that afternoon - I could collect them on Tuesday morning if I was in a hurry. A complaint to the manager was completely useless - his apology was totally without sincerity of tone and no effort was made to assist in resolving the matter. I could come in and obtain a refund. Finally he agreed to manage the refund online - but made no effort to retain my custom by offering to resolve the situation. No wonder the sales woman distorts the truth - the customer and the customer's interests are clearly not relevant. Thank goodness there are other tile stores in town. Now I need to tackle the question of the refund for transporting the incorrect tiles.