Bad customer service in refunds

I ordered a alva 13 fin heater from them. Took about 2weeks to deliver. Then when i unpacked it the item did not have any wheels and was incomplete. I then requested a return and refund. Took them another 2 weeks to collect the item. Then another 1week to do the refund. When requesting a proof of payment they sent me a proof of payment which looks like gibberish and cant make a dogs tail out from a horse whats going on there.