Very bad customer service

Very bad service from Say It Creative.

When I first made enquiry on their website I entered a deadline date of 31 October as it was merely an enquiry. After engaging with their sales person and making the payment she asked me for a few details including deadline date. I then asked for 19 October. 19 October came and when I asked them what happened to the deadline date all they sent back was a screenshot of my ORIGINAL enquiry, which means they ignored the deadline date when I made payment. Today is 31 October and only received the proofs today, on the deadline date. Needless to say I was not happy with the product they offered as there are big differences in what they advertised and what they offered - only change I asked for was for blue and grey ribbons, and no names engraved. When I highlighted the points I am not happy about she sent the following reply: "This was just a sample, you did not ask for any engraving on the badges, hence the big open space

I think its better if you send your banking details for a refund

Hope you come right"

If it's just a sample why do you send proofs on the deadline day, and why do you immediately just offer a refund just because I was not happy with refund. I think they handled the situation rather unprofessionally and immaturely.