Unhelpful checkers columbine

I ordered nappies on the sixty 60 app and received the pants instead of the pampers dry that I ordered when I called the call center to ask for a refund they said they couldn't assist and that I had to go in store to collect it but the reason for me ordering online is because I am unable to go in store due to an injury.....i called the checkers columbine store Manager Simo Molefe and instead of assisting he just handed the phone to someone else....when i finally spoke to the instore sixty 60 manager Mary she was still unable to assist it took 2. 5 hours of calls and messages to get a resolution.....why must we first threaten to take issues like this to social media before anything is done to assist customers.....an alternative should not have been given for the nappies if one was not selected how can a baby under 1 use pants the staff packing the order should not just issue their own items if alternatives have not been requested.....now my daughter has been without nappies for half the day and I had to make use of towels because I am unable to go to another shop to purchase nappies due to my injury and I used my last money available to buy the one on the checkers app....imagine how many other people go through this and are unable to have their issues resolved....such a big company as checkers need to do better to assist their customers one complaint will not do anything I hope people can report all their grieviances