Disappointed client

I'm all about supporting small businesses in our community. This business has poor leadership and communication skills and do not put their clients first. 1st order - I had to call for my refund, which took weeks to reflect in my account. 2nd order, upon collection of the items the incorrect item was handed to me which I refused to load as this was not what I had ordered. I left the item and advised I would be collecting my refund with my deposit. The deposit was paid with no communication of the refund to the incorrect item. I had to arrange to meet with management and explained what transpired on the day and at first Nolan said he did not assist me and after me recalling his memory he remembered with hesitation . It was confirmed that the employee was at fault and yet Nolan still refused to provide me with a refund quoting the T&C of his business. *Cancellation Policy* I'm very disappointed in the manner this was handled as the error is clearly not a Cancellation policy error but a communication error from one employee to another.