Disgraceful service - they sent wrong item and refusing to replace

DISGRACEFUL SERVICE ! Grabitall sent me the wrong item. Took a few emails and a few days for them to reply. Ordered on 9 November. Received 19 November. It's now a week later and they are refusing to send me the item I paid for until the incorrect item has been received by them even though it is THEIR error. Item isn't faulty that it needs to be checked before sending replacement. They sent completely the wrong item !

Disgraceful customer service.