Bad customer service after measuring mistake.

We sent this letter on November 30. Since then we have sent 2 emails on which they respond that a consultant will contact us to deal with our complaint. Nothing has happened since this letter.

"Please find attached our proof of payment for a security gate (Order Number ******), which was paid in full on 24 October 2020.

After several delays and inquiries about our order the installation team visited us today (30 Nov), and unfortunately the gate is not the correct size. It seems the doorknob was not taken into consideration when measurements were taken. This would prevent the gate from closing if it were installed.

We have now decided to cancel this order and would like to request that the sum of R****X be paid back to us as soon as possible.

Thank you for you cooperation."