Wrong goods sent to me for the second time

I've received wrong goods with 2 successive orders. With previous order I ordered bedding but received a pot set. I called immediately and the lady that handled my complaint made me feel like I was in the wrong. She insisted that I indeed ordered the pots and even after I told her to verify her accusation with the e-mailed order I send she didn't even apologise to me. I was informed that I must send it back on my own cost and will be refunded as soon as they received the package. After 2 weeks I followed up but could not get any positive feedback. Phone was dropped on several occasions. They even gave me a wrong e-mail address for the person who is responsible for handling these complaints. I only receive my money back after another 3 weeks of calls and e-mails only from my side. Last week I ordered a 3 piece luggage set and receive a 2 piece. I called twice because the first lady again put the phone down on me because in my opinion I don't have the right to be upset. I ask why they didn't call me to ask if I will take the 2 piece the lady just say that they can't phone me. What a load of **** but they call/harass you 6 times a day just to get an order from you!!!! Their service ha