Incorrect item sent and they charged for collection.

I ordered an area rug. I was sent the wrong rug - a completely different pattern to what I ordered. In spite of their promise to collect incorrect items free of charge, they still charged me for collection. In addition, the person answering my queries, Ayanda N. insisted that the rug was in fact what I had ordered, and it was only the lighting of the photo that was different. How light can change a pattern, I don't know!