Unhappy and disappointed customer

I made an online order on the 30th of November 2024 for a defy fridge 226l w/wtr dispenser for my mom and finally the order was delivered today at home, and guess what only to find that after waiting patiently this long for this purchase ,my mom received a standard defy fridge that I didn't' order for her and it was not properly packaged, it was wrapped with a plastic and placed on those polyester material only. It was not inside a box. I called the customer care and I was told to log a return or an exchange and when I tried to log a return or an exchange they tracking system was offline, I couldn't log a return or an exchange.