No help from call centre agents

I bought the wrong foundation colour in May on the Estee Lauder official website. I have been trying to get them to organize a courier company to come pick it up for an exchange. I have spoken to 3 different agents on their website on the live chat and everytime I am being told that they are actually creating an order for the courier to come pick it up. Its been now 10 days of me trying to get help with no luck. I am not sure how they operate but this is a first I am having problems with just getting an order returned. All I get is we sincerely apologize and we promise your issue is getting resolved. Its never getting resolved. I have now went and bought another foundation because I really need to use it but at the same time I am stuck with another one that they wont just come and collect. Please use other platforms like Bash when buying to avoid being disappointed like me. Stay away from estee lauder website.