advertising on facebook after order was placed. / rude unproffesional people

Good afternoon, after advert on Facebook form Sonja Hair and Beauty, the order was placed, and proof of payment was emailed. No correspondence was received the payment is received and the order is in process and will be delivered or…… After 7 days with any correspondence, they were contact…..most rude incompetent person assist think they are doing you a favour. Correspondent and say I need to come and collect the order. They do not even have the time to talk to your they WhatsApp you with attitude. When you want to cancel the order, they tell you it will cost you 10%.....If this the way of making money? The do not deliver and once you complaint they deduct money for a refund. If this is the way Hannon is working, I’m not interested to order or work ever again with a salon. Warm regards