Bad customer service

I purchased 3 Tombstones with Royal Tombstone Bellville. I was offered an opportunity to change 1 as they were running a special. I did that as the sales lady was so hands on and seemed passionate. Installation dates became a nightmare, a date will be set however no one will pitch or even inform us of any delays. Tombstones were finally installed however incorrectly. My father's order was incorrectly installed. Instead of fixing the issue, my family's intelligence was insulted and I was asked to pay another installation fee for them to fix the issue. Like how, they made the mistake and not me or my family yet they want to milk more money out of me without taking accountability for what they installed incorrectly. I've escalated the issue with Bellville branch, instead they are too silent. I need to chase up myself otherwise no one comes back to me. Unveiling took place on the 9th Dec 2023 with the wrong stones and still no one did a follow up, all they want is sales only. Once you are done with payments, you mean nothing to them. I've asked for a refund, still no response