Estee Lauder - Poor Customer Service

I placed an order (Estee Lauder Consumer Care - Case ***7) in November 2022 and paid. I realised that the foundation colour was wrong, phoned in, could not correct the colour and option to re-order with the correct colour. Till today 4 January 2023 the incorrect (unopened) parcel has not been collected, despite regular follow-ups. The Call Centre is overseas so there is a language barrier. It was a mission to find out how to return the parcel. Ultimately, I followed the correct process. All the Call Centre says is that they are very busy. That means that I am also out of pocket of a few thousand rand. They are very quick to sell and often out of stock online, yet when a parcel must be returned the after sales service is shocking. Please investigate your customer processes Estee Lauder. I am most definitely changing brands, because of the poor customer service.