The Piano Man disappoints

We bought a refurbished Piano from "The Piano Man" and not a cheap one. We live in Zambia so all interactions were done over email and WhatsApp. The piano was being delivered to Lusaka via our shipping agent in JHB. We made this clear when we bought the piano and were told it should be crated which we agreed with. On the invoice we were charged R3,500 for the crating which we paid on top of the cost of the Piano. When the piano arrived at our agent it was not even bubble-wrapped, let alone crated. We then had to pay our transporter an additional cost to have it securely packaged as the shipment was leaving. We raised the issue immediately with the Piano Man team and were told we would be refunded for the R3,500 crating that never happened. This was before Christmas and after a number of follow up communications from us, there has been no refund. We were told that the refund was effected on the 10th Jan 2022, nothing arrived and we asked for a proof of transfer - since that request there has been no reply from the Piano Man. We wrote an email on the 19th Jan advising that if they didn't resolve the situation by the 21st Jan we would write this review and seek legal redress. No response. We are now seeking legal advice and feel it necessary to notify the public of this poor business ethic - we most definitely will not be recommending The Piano Man to any of our contacts and would caution those who are considering purchasing from them - if there is an issue with your purchase you are likely to be left in the cold when it comes to a resolution. You are informed