INCORRECT ORDER RECEIVED

So I ordered 2 the same items, just different colours, received 2 completely different items, sent email - no reply - sent email again, received a reply - what is your name (which is on the bottom of my email and on the invoice) then phoned and person who answers - Carol - says she never received it - yet - she is the one who rep**** asking for my name<br> She couldnt put me through to a manager as it isnt their policy ??<br> Eventually I got through to some one else - only cause I insisted to speak to the branch manager - Tamar - she apologised and promised to investigated and then advised they will send the correct item. Few days later, I received the same incorrect item - now I have 2 - so I called again - lots of excuses !<br> Asked them to collect and refund - was promised it will go through that Friday, which it didn't. Then I called and it was promised this last Friday, which it didn't. Called now to hear they dont do refunds without receiving the item back. Both items are still with me, as 1) their courier company never pitched to collected it, as promised and 2) as I dont believe that I will receive this refund.