Poor customer service

I ordered an item , it was not delivered. Shopper and I had agreed on a substitute but still the shopper did not include the substitute.

I called customer line and issue was still not solve instead of remediating the issue on their side the made the issue my problem instead whereas it resulted from their side. Had a back and forth for 4 hours and still issue was not solved , instead I had to be the one calling in constantly to check how far they were with remediating the issue. When I asked to speak to the manager I was not successful. Customer service remediation is the worst !