Very dissatisfied customer

I recently brought two tickets for my parents to travel from Brisbane to Auckland. Firstly best&less website was useless as it wouldn't let me fit my fathers long name. The company should take into consideration all the long names that Asians have. Once the ticket was booked the agents were unhappy saying that missing 4 letters of his surname will cause problems while travelling. I my self have a longer surname than my father but never ever had a problem when I booked with them last time Their suggestion was to pay more and change the name or cancel and rebook again. After many emails back and forth we were told to cancel the ticket and were promised a refund. We accepted the penalty charges as well as the admin fees as we just wanted this issue to be sorted. Once all the bank details were supplied they decided no more refund as the China airlines has rejected the claim. They did not do further investigation on this or re-logged a claim. Furthermore as the customers we were not told that there is even a slight possibility that the ticket will not be refunded. Instead we wasted time and money for nothing. When I called refund team the customer service on the phone kept on telling me what is the solution? Which made no sense as I am the customer wanting a solution for the big mess the team has created in a the first place. He kept on saying that it is not their fault and there's nothing he can do. He promised a call back from his supervisor, which never came! This has caused stressed and unnecessary hassle for me and my parents. I am greatly disappointed with the outcome as I have brought so many tickets from best& less. Website is not functional and the protocols are just useless. We just want our refund because what best&less want is for us to forget about it. I tried calling again but no answer from the team. Looks like they are really sweeping this under this issue under the rug!