Bash pathetic client service!

I ordered items online on Bash and received the incorrect item. When I reported this to the support team they told me they do not to exchanges via courier and I would need to go in store. I do not understand how Bash makes an error on their part their clients, I asked for my online order which I paid for to be honured and for the correct item to be delivered and the incorrect one collected. I got the call centre's generic response back saying they do not do exchanges via courier and i need to go in store. Also bear in mind that the item i ordered and paid for online is R300 more than the incorrect item they gave me, yet I must go to store for an 'exchange'?? Mistakes happen, but apologise and fix your mistake without causing any hassles for the customer, this should be common practice. But expecting your client to run around for a mistake on your part is insanity. Pay back my money or deliver the item i ordered, and upskill your support teams to handle queries better and not just send generic responses to people.