Poor quality wigs sold to unexpected clients

I ordered a 14" wig from an advert I saw on their website. The wig looked flawless...to my disgust, the wig I received looked nothing like the advert. The closure had short hair in-between like someone cut it intentionally and even with using a wax stick, the hair still stands out like a sore thumb. I lodged a complaint, with no answer. Almost a week after, they rep**** with the following: "This design is to prevent hair from falling out" but the adverts hair doesn't look like this at all. The wig I received was stiff and not soft at all. I'm totally disgusted, because then this is all but a money making ****!