Paypal Beware Customer Service Promises San Jose California

I used paypal to purchase a textbook through an online website because of their buyer protection. When the company sent me the wrong text book, paypal said that I needed to return the book in order ot get a refund. This would ordinarly be fine, but the company in question was in Malaysia, so it was going to cost more to send the book than I paid for it. 

When I called customer service to ask that shipping be included in the resolution, the automated system closed my case, clearly without my asking it to. Then, when I talked to a rep, he said that they were escalating my case to the back office, that it was closed in my favor, and that I would be getting a refund. 

After a few weeks, nothing happened, so I called back again, and they basically told me I could shove it, and that there was nothing I could do. I have since closed my account, and am looking into a small claims court action. 

I would advise anyone who uses payal not to trust what their customer service reps say, because they lie.