Awful Customer Service

I'm really unimpressed with the customer service. The website doubled my order and charged me twice. I emailed customer service on the 14th of September "Hi All, My order has gone through twice and charged me twice.I thought that the order hadn't gone through on my card so I then tried with PayPal but it appears to have gone through twice. Could you please arrange for a refund of one of the orders and to cancel the second delivery as I only want one of each sample.
Thank you."
The website had said that the card didn't go through because I needed to enter my verified by visa details. I could not enter the details as the webpage froze. I then refreshed my cart and chose to pay by paypal instead.
I received a quick response to my email from the person I dealt with bluntly stating "Hi,We have an automated system and both samples are on the way to you." and that was it. No suggestion as to how they could resolve the problem. that was that and now I am down money and I have tiles that I don't want. I emailed him back on that same day to ask how a refund could be processed then and how I could return the unwanted tiles and my email was ignored. One week later I gave him the benefit of the doubt and emailed again "Hi, I don't know if you have received my last email. The crown tiles website has taken my order twice. Can you please let me know how you can amend the situation? Thank you"
And again I have been ignored. The company seem to be so unwilling to help and correct the mistakes of their website. The technical errors aren't even what I have a problem with as I understand that sometimes these things happen but to ignore your customers is just something else.
It's a pity because I like one of the samples and would like to purchase more of the tiles however I don't want to be charged twice or ignored again so I will be going elsewhere.