Reliable store is not at all reliable. Don't buy

Reliable store is not reliable at all. I have bought an item.l, waited a while before I received it. When I did receive it, it is the wrong item and not what I ordered. Tried to call the company and gosh it's very difficult to get through, they don't even respond to emails at times.. I tried to get assistance requesting the correct item and they rep**** it has been handed to the relevant department. Two weeks has passed and still no success with getting the correct item or even an order with the correct item. I did request a full refund and they reply I'm liable for 35% restocking fee. What **** is that. They didn't even order my item from their supplier. Could someone please assist.