Lurco trading refund trouble

My mother and I bought chicks from Lurco trading 328 for R7000...the chicks were not delivered after waiting so long... They then said we need to pay another R7000 for delivery insurance which was never stated before even after paying R920 for delivery... No one from the offices is getting back to us after we requested for a refund and they are not taking our calls now... We just want our money back...