Customer service complaint & days delayed response

Support is horrible. The response time to a query takes very long and when you get a repsonse They just respond sorry for the inconvenience and do not solve the query. Also alot of miscommunication on emails and then they close tickets without issue being solved. I have a package at courier DHL and they expect me to pay Duty tax but never before did I pay duty tax because lightinthebix add that to their very high shipping charge. Now light in the Box says if I do not pay the R1064 DHL will confiscate my order. But I paid for the goods. I buy from them weekly for my onlineshop. I am very disappointed. Issue stays umresolved