Online service is very bad

I ordered clothing items online on the 8th June 2024 made payment and everything. My package arrived on the 11th June, upon opening i found that it was none of the things i ordered. I called the customer care line of which they requested i send an email with my query. After sending the email a consultant called and said she can send some of my items and give the rest as cash back. I refused and asked that the entire order be cancelled and i get my money back. She said she will go ahead and do it, I have never received any email stating that my order has been cancelled and that a refund has been lodged. Their customer care line is always engaged. I keep getting surveys to rate my products which i never received. The still haven't refunded me nor have they sent back the currier to collect these incorrect items.