Annoyed and frustrated (Poor service)

I made an online purchase on the 3rd of January 2025 and they delivered the wrong item. I logged a return on 11 January 2025, I have received the worse service. It took them 3 weeks to collect the item. This is second week of me waiting for my refund after they collected the item. When I call them all they do is apologise for the inconvenience and worse is that the so called manager at the contact centre they are nowhere to be found ,they promise to escalate the matter further with the supplier and the returns department.I have lost count of the number of times I have called them the rudeness of the agents and putting me on hold it’s annoying clearly their 14 working day policy is just a lie.