Frames by Mail Framesbymail.com I purchased a frame and mat returned the product based upon a phone call and was not refunded the cost of the mat. Internet

I purchased a frame and mat returned the product based upon a phone call and was not refunded the cost of the mat.

I purchased frame and mat, after receiving the quality was poor so I called the company to discuss return policy.  I was told about a 20% restocking fee, but was never told I would not be refunded for the mat.  I have asked for them to refund or send me the mat back.  Their response is that on the return policy it does not cover mats and they cannot find the one I returned so they can't send it back to me.  I have now asked for a refund and for a call from the manager/owner.  No response.