PATHETIC ONLINE SERVICES - WRONG ITEMS DELIVERED AND THEY ARENT EVEN WILLING TO CORRECT THEIR MISTAKE

I ordered online and the wrong items were delivered, I the called their 0860 number, the guy i spoke to said they try to get hold of the persons delivery i got to see if they got my order but he couldnt get holdd of them. so he said he'd get back to me but he didnt, 2days later i called the 0860 number again, they asked me for the same info and still couldnt get hold of the other customer so I asked what will happen, the lady on the line said, they wont be able to send me the correct items they will have to collect the parcel i got then only will reimburse me.

First of all, whos fault is it that i got the wrong item delivered to me? second of all, was i even going to place an order for something i dont need? why cant they send me the correct parcel and collect the incorrect one they sent?

and in any case why should i keep calling them to enquire about a parcel that I HAVE PAID FOR, WHEN I TELL THEM TO DELIVER THE CORRECT ONE, THEY CANT? WHAT NONSENSE IS THAT?

FOSCHINI IS PATHETIC HONESTLY!!!!!!