Firstly, they told me I do not have an order with them

Firstly, they told me I do not have an order with them. I then had to send them the email with the order number that they had sent me in the first place. Then the orthopaedic pillows came and the one was so flat... Hardly enough stuffing. I then sent an email to complain. They then told me that it is their policy that the customer has to ship the product back to them at their own cost and they will deduct a R15 handling fee from the refund.