Jackson Hewitt review: tax prep 2018

In 2018, the branch on mill street, in leitchfield, ky. Completely botched our taxes, my wife had to borrow from her 401k to pay what was supposedly owed according to the jackson preparer, $2600.00 plus $300.00 dollar prep fee.
Her 1040x done in 2019 tax amendment for 2018 got a $1600.00 refund.
My taxes prepared by jackson in 2018 had me pay over &1000.00 plus $300.00 prep fee.
2019 prepared by block, 1040x for 2018 got me a $1200.00 refund..

Considering the penalties from the 401k my wife paid because of this mistake
We want a refund of our prep fees!