Abysmal service from online PC Link store

<div>My teenage son found a "special deal" on a BOHS speaker via PC Link and used his savings to order it. When the package arrived he found he had ordered a speaker cover, not the speaker itself. Below is the shocking trail of poor communication and terrible service from PC Link. -This item was paid for on September 21, 2020(R2406) -It was dispatched on November 5 -It arrived November 9 and it was discovered that the incorrect item had been ordered. an email query in this regard was sent on this date. -The same day a reply from ***** in the PC Link enquiry section promised to "speak to the supplier" -I followed up with a progress enquiry on November 18 -***** rep**** on November 19 that it would involve a "20% handling fee and no shipping costs could be refunded". I agreed to these terms -November 24 I enquired about progress and received an email promising to arrange collection - November 30 I emailed again asking about progress -December 2, ***** emailed and apologised and promised collection -December 17 I emailed asking about progress -December 17 I received a reply stating "item received"......item had not been collected yet! -January 7, 2021 I emailed ***** stating I STILL had the item. -January 20, 2021 the courier collected the item -January 21 I emailed **** and **** saying item collected, please keep me advised in regards to refund -February 18 I sent a follow-up email asking about progress of refund -February 23 I sent ANOTHER follow-up query To date I still have not received any mails or information in regards to when I may expect my refund. This is now over 100 days since I first enquired about returning and refunding this item!!! Is this the level of customer service that PC Link offers? When could I expect to have my money refunded? Mike Carr</div>