I want my full refund

I am highly disappointed with superbalist and I've been buying from them for the longest time. On 28 June 2024 placed an order for same day delivery and did not notice that there is an extra fee until the order was placed already. I placed two orders and noticed that on the second one. Immediately I contacted them to cancel the order as I do not need it urgently, with the intention that the delivery fee is not proceeded and the whole order be cancelled for a full refund. The lady I spoke to advised that I should wait for the the sms notifying me that the order was ready for collection and call again for a full refund (which does not make sense). I did as told. After receiving the sms i called and spoke to a different person Lutho Q. I explained what happened, he informed me that I will not be refunded for the delivery fee, if I had called and informed them immediately they could have but the order was already dispatched. I was furious with Lutho because that is exactly what I did, I called immediately to cancel everything. Clearly he could not assist me and I asked him to escalate the matter. He kept on apologizing and seemingly he did not want to escalate the matter. Superbalist ****** me and Clearly the consultants are not properly trained. I want my money back.