SHOCKING SERVICE FROM NEW BALANCE ONLINE

I ordered a pair of shoes on 16/9/2020, which took a while to be delivered. I notified New Balance when they arrived on 25/9/2020 they are the incorrect shoes. After contacting New Balance I was promised the shoes would be picked up and I would get a refund due to the fact that the shoes are NOT available, even though they are listed available on the site. After MANY calls and emails to New Balance I am still waiting for my refund and for the INCORRECT shoes to be collected as of today 13/10/2020 still nothing has transpired.