Incorrect item delivered/ Nightmare to return

My husband ordered me an item from the Edgars website on 15 December 2018. REF ********** 2068/GO. On the 21st of December I emailed Edgars customer service informing them that the item delivered was not what my husband had ordered. We were notified that the query had been escalated but heard nothing. My husband followed up with an email on the 29th of December. My husband received a reply stating that the matter had been escalated to the fulfilment team and that they would get back to us. On the 30th of December, the order number was then requested which they already had! We had no feedback so we followed up on the 8th of January 2018 again! Then I received a call only to be informed that the original item is no longer in stock to which I requested a collection and total refund. The consultant named Lorato Kgolobe, called and said she would send me an email and I could send her my work address for the collection, this only happened after another followup. I had not received anything from her so I followed up again and the consultant confirmed that she had sent the email to an incorrect email address. I have sent my work address again today!

I cannot believe this shocking customer service and how long this is taking to sort out. It has been over a month now and is not acceptable! Can someone please sort this out and refund us!