Return Process not working

Your online app is the pits, logged a return for wrong product delivery, its been weeks no communication, everytime i call your agents tell me you guys have a backlog, no ETA. The return process would be better if we could return purchases to a physical store instead of waiting for your couriers, i am very frustrated and frankly don't ever wish to buy anything from your online store, pity because the products we buy usually are available only online not at your physical stores. I spoke to agent not so long ago again after calling again and again every week your people to understand whats happening when will i get the right product or refund and so far nothing but disappointment of service, no one has answers. i want my right product i paid for and if the supplier cannot do that i want my refund expeditiously as i have been patient with your incompetence. Having a backlog of returns is a bad indication, clearly you're either understaffed or ill trained and even your suppliers might be supplying bad products. why would they deliver a 600W smoothy maker that's not even what was advertised both in spec and appearance? who is doing quality checks?? Why must we suffer the long delivery and returns process, what are the people working in these departments paid to do? Even my last contact to your agent i was promised a manger to call me but as always nothing is going to happen...Disappointed! If any of you is calling you better be calling to tell me my right product is on the way tomorrow or here is your refund now so i can go buy exactly what i want elsewhere. All i have been hearing is they're escalating but nothing happens.