Worst online company to deal with! Stay away

I ordered chairs for R1200 plus a delivery fee of R300. An hour later I cancelled the order, but there's no option on their website, so I had to send an email. The agent is treating it as a return (even though nothing was delivered) and not a cancellation where she is not refunding the delivery fee and charging a 15% cancellation fee. Nowhere on their website doe sit state about a cancellation of an order, there's only a return policy which is very different because I haven't taken delivery nor was it in the process of delivery. I asked her to escalate this to management, but she still hasn't done so. I called the number on the website, but it states that due to their nature of business they don't receive calls which is ridiculous! They don't have online or an automation facility to cancel orders, receive refunds etc besides email which involves a person. Furthermore, when I asked about the balance of my items, there's no mention that delivery is in the process. They edit the comments onf social media bu not making it visible to the public and don't allow reviews either, but there are other platforms like Google reviews, Hellopeter, etc.