Return policy ????????????????????????

I made an online purchase and when I received the package I noticed that the contents delivered was not what I ordered. I called the contact centre and the consultant told me that I need to go to the nearest Incredible connection or Hifi Corp to exchange the package. This was really weird as this is not what usually happens as a return policy with most online sellers. I then started calling incredible connection and the person said that the item I am looking for is not available anywhere at their stores. Imagined I had to drive with the package with the impression that the store would be able to assist. I then called and spoke to someone else who then logged a return which I initially expected. So the assistance received is not consistent. Will definitely not buy here again. Still have to see if the return is processed