Incorrect delivery and poor Customer Service

I ordered a package with specific item on it "Rupert and Rothschild 2017 vintage" and a chocolate on in for my Sister to be delivered the next day. Before I finalized my order I called in to confirm the Items especially the Bottle of Wine, was assured by the consultant that the items I see would be the exact ones I will receive. I decide to make payment and finalize the order. The Items are delivered midday the next day and when I check to confirm the bottle its a standard bottle "Rupert and Rothschild 2019" not even Vintage, Then i am told sorry tales of how the items many differ as per stock availability (Kindly note that the items we deliver may vary from what is shown on the website due to availability as per our terms and conditions and sadly the description does not stipulate the year of the wine we deliver, should we request for a collection of the gift kindly be advised that a 15% handling fee and the delivery fee will be excluded from the refund amount, kindly advise if we should proceed with the collection?).

I proceed called to cancel and for them to collect the Items, was promised a refund within 3-5 working days, payment has not been done had to follow up and then i am told it was not processed and they doing it now and it will take another 3-5 working days.

The most pathetic Service I have ever received in an online store.