Poor service at visa company

These visa companies are contracted by the relevant countries to issue visas on their behalf but their staff are uncooperative and inadequately trained and do the relevant countries no PR good at all. Although possible the countries don't care anyway! Our son in law completed all the necessary documentation and paid for an Italian visa on line in March. He did this so that being elderly we would not need to hang about in the VFS offices. However after three hours of kicking our heels while the young, inexperienced staff member attempted to retrieve the documents, which she should have processed before we arrive for our appointment, and, because she could not find the proof of payment from our son in law, we paid for the visa a second time with the assurance that the first payment would be refunded. To date six months later no refund has been made and the sales agent does not respond to calls or emails. How is this a good way to deal with visitors to Italy?