Bad service

order #***8 I ordered and paid for a customized wig I requested the wig be 10" and an extra bundle to be added to the wig. However the wig I received the packaging states that it's a 12" and the extra bundle has not been added. As per your size chart a 10" wig should be on your shoulder and a 12" should be passed your shoulders. I have emailed *** many times and I only received a reply saying that the wig I received was customized and that I should just straighten the hair then it would look better. I have sent them pictures of the wig on a wig stand as they requested and also pictures of the packaging which states 12" and since then they have not responded to any of my emails. I also requested a refund in my initial email but I haven't received any response regarding the refund.