Bad experience.

I bought a tombstone at Royal memorial at their Brits branch on the 18/10/2019, and the tomb was erected on the 22/11/2019. Before the was erected. My agreement with them is to engrave the image of the deceased. There was a problem with a foto I was told the foto is not clear enough. I then said, if so, then can refund me the money of engraving a foto. I was told they do not do refunds. That was puzzling to me. They ask for a hard copy of the foto and they were given through Klipgat branch. Where they fetched it. Now I need to get a foto back it's a hassle. They promised me the foto will be delivered at Klipgat branch. When I get to Klipgat branch these no foto. Till this day I haven't get it This foto is valuable to me cause is the only thing I have of my late granddad. Lastly they could hardly give me a call to check if I'm satisfied with their job.