Bad customer service

Was busy with a claim due to a company not doing full delivery on order as well as the packaging was not as advertised. When lodging a complaint I did ask for a full refund ($72.96), but the time they have given was to short to post it back as urgent would have cost to much. Then I told them lets settle in the middle and give me only 50% back ($36.48) and then we will keep the one that was send. They said they will review and come back, they never came back, only message I received afterwards is that the claim is rejected due to that I did not send the documents. The worse service I ever got from them, even worse than Wish. Usually I could have trusted Paypal but clearly they have the sellers interest more than the buyer. They take forever to respond. I have lost total confidence in them.