Larson Manufacturing review: exhausting handle kit replacement and refund experience

I had a storm door handle break off at a rental property. Tried calling into a representative, but the Larson customer service line always says that "all representatives are busy". Email the customer service inbox in which I describe the issue and provide the door registration information. They email back to use their online shop to purchase the new kit, which they provided the model number of. It turned out that was completely the wrong kit to purchase, and my handyman had to go to Menards instead to just purchase a generic from there. Since then I had to argue with an online rep about mailing back in this kit that they incorrectly recommended, just to get a mailing label to ship back to them (they wanted me to pay for that...?) It was 10 days ago since I mailed the package back to them, and I am only one state over in MN. They say they still do not have it back, so will not issue the refund. This has been unbelievably frustrating, to say the least.