Impersonal, inefficient service.

I am so sorry to say that my experience with company was not as great as the previous time I ordered from Plumb-It Online. The website I found to be user-unfriendly and I ended up contacting the company via email. From the very start I supp**** my location, which is in the Karoo. The quotation arrived, which I promptly paid. Within 3 days I was contacted to let me know the product is ready for collection. I then supp**** my address for the third time. The next email was to state courier costs which would have made the product cost twice as much. I rep**** to ask for a refund as the product now (with the added costs) turned out to be cheaper to buy in George. I was sent a reply with a generic list of requirements for returns and refunds (most about 'the product must still be in its original box, etc'). On stating that I have never received the product and stating AGAIN why I requested a refund I was informed that I needed to pay a 2.5% handling fee. I do understand that a courier fee is not included in the product's price, but surely it has become common practice to add the transport costs when quoting for an order. I felt the order was not dealt with efficiently and the generic, unrelated replies were frustrating and certainly not encouraging me to ever do business with this company in future.