Totally disappointed in the Customer Service! I or...

Totally disappointed in the Customer Service! I ordered one product & received a lower quality substitution. They said they sent me an email a couple of days after I completed my transaction on their website, stating the product was not available at the moment & they would substitute and send a similar quality product unless I contacted them within 3 days to cancel the order. Needless to say I never received that e-mail, and I received a product that was 1/2 the quality at 1/2 the price which enabled them to now charge me shipping fees (my original order got FREE shipping). The only emails I received were the copy of my original order, and an email stating that they received confirmation that my package had been delivered to my address. I have been conversing with Customer service through many emails, and they are basically saying they did nothing wrong & are also charging me for return shipping of the product I did not order. I have given them many chances to correct the wrong by giving me a FULL refund including ALL shipping charges, but they continue to say they "can't" refund shipping costs & are stringing things along. I have conceded to their normal return policy & have shipped the product back. We will see what happens next. Be very weary, and be sure to read ALL reviews, including ones listed on the BBB site before ordering from this company. I am NOT the first one this has happened to according to reviews I've found online. Yes their prices are very good, if you can get what you ordered, but if you encounter any problems be prepared to endure a potentially long & frustrating procedure to find some closure.