Incorrect item delivered, poor customer service and the slowest refund process.

I made an online purchase on the second week of January 2025 and they delivered the wrong item. I logged a return on 12 January , 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 they them all they do is apologise for the inconvenience and 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, clearly their 14 working day policy is just a lie.