Kalahari delivers wrong item & make it my problem

I ordered a \Happy Melody Toy - TURTLE"& Kalahari delivered a DOG. I posted on the Facebook page & they said they would address it but did nothing. I called the call centre. Agent could not offer a solution other than returning the item and getting a refund - which it not what I wanted. He put me on hold to discuss with a manager and then cut me off. I called back & spoke to manager who said we had to follow Kalahari's returns process. Our call cut out & again I had to call back. Manager held firm saying only solution is to initiate a returns process. This involves me sitting at home for another day waiting for courier to collect the DOG (they could not give me a time) and return this to Kalahari who would then only dispatch the TURTLE to be delivered on a different day (again I must wait). Why can't they bring the correct item when they collect the wrong one? Why do I have to be inconvenienced because someone working for Kalahari cant tell a turtle from a dog? Surely \""policies\"" should not have to be strictly adhered to when Kalahari made the mistake? Is it not reasonable to expect Kalahari to go out of their way to rectify the problem for the client? """