Disastrous Return Experience and No Accountability

I am extremely frustrated with my recent experience with Forever New SA . I purchased a coat online and returned it as per the company's return policy. However, instead of processing the coat, the company logged a random pair of pants, from another brand?? as the returned item. Despite following all return procedures correctly, the company refuses to take responsibility for this mix-up and will not issue a refund.

I have spent a significant amount of money with this company over the years, which can be verified by checking my order history. This incident is unacceptable and has left me questioning my loyalty to this brand.