Poor service from complaints division

We purchased an item online which was fully paid and delievered. However, upon delivery, we noticed it was the incorrect colour of the product that was delivered. My wife logged a complaint, only to be told that we need to wait out the process and someone will call her. No one did call to resolve the matter. This is unacceptable as we have fully paid and the errror was on your end. The correct item should be delivered and the incorrect item picked up. Absolutely poor service and lack of professionalism by the contact centre. Complaint number 742825. I want this urgently resolved today and our correct item dispatched