This is (apparently) another closet operation from a remote CPU on the internet. The Customer NO Service as they should be termed, can only offer canned statements from their provided talking points. When a business will not offer a more expensive product from a represented manufacturer and instead apply a cheesy 15% restocking fee, to return the lesser product incorrectly selected, is not a serious business. They are simply trying to get their hands on as much money as quickly as they can and go to the next wallet they can infiltrate.
Be ware of this and the other numerous SCREENS they hide behind. Reference: dukatusa.com, even that title has recently been changed, check it out before they change again...