seal skin boat covers Would not refund faulty item brewster new york

I purchased a Bimini Top from seal skin boat covers ...they say on their website that they refund or exchange if there is a problem.   While installing my NEW bimini one of the connecting PLASTIC pieces snapped and one pole fell into the river.   I had alreday drilled holes in my boat so I needed to replace with the same brand.  I contacted seal skin and was told that they could not sell me another pole...which is all I needed.  They also said they could not refund nor exchange my top because I didn't have all the parts!!!  I explained several times that it was at the bottom of the river and I'm not a scuba diver!   I asked to speak to a supervisor several times but no one seems to be available ...EVER!.   The only resolution offered was to buy another top and they would give me 10% off...  So because of this damaged piece of plastic which caused the loss of the pole, I had to purchase another top.   If I had not already drilled holes for this specific top I would NEVER have bought another from seal skin.   They definetly do NOT stand by their own policies and if you are expecting quality customer service...you are NOT going to get it from seal skin.