Unprofessional staff and worst customer service ever!!!

The worst customer service ever and such unprofessional staff. I ordered an item. Needing it urgently I chose the collect option. Since there isn't a branch near me I asked a friend to collect. All the details in the confirmation were correct and they provided a map to the store and the hours. Nowhere did it say it takes multiple days to process the order. My friend went to the store, they couldn't find my order. The staff member complained about the head office on the phone and the manager was late. My friend left and we left our numbers for when the manager was in and the order was ready to collect. Still nothing said about processing time. They called my friend to collect. He arrived at my house 62km away and the item they gave him was the incorrect model. I called the store, they blamed the head office and the online team. I called the head office and asked to resolve it. The online person said it's Friday and she'll call me next week. She proceeded to blame the store team, however my order with the correct item's model was placed online. i.e with her. I told her this was urgent as I cannot work without the item. Asked if she could arrange a courier on Monday morning to collect the wrong item and bring the correct one. She said no. They will collect sometime next week and once they have it back send the correct one, i.e. not next week. When I asked if I could have a collection and refund since I can't wait, she said she would only start a refund process after the wrong item was collected and returned to the warehouse. When I complained and asked for her name or her manager she got angry, when I asked if I should complain to the media she said I could do so with pleasure as she doesn't care and hung up the phone. I hope someone who cares about customer service can resolve this, or at least prevent someone else from being treated this poorly after trying to support a local company.