PICK AND PAY HYPER - GREENSTONE

Made a purchase online (Click and collect/deliver) from Pick and Pay Hyper - Greenstone on the 11.07.2023 for an item. My order clearly stipulated "Don't substitute". When I received my delivery - the item had been substituted. I contact the store on the 12.07 and spoke to Tshepo who advised me that I must take the item to the nearest Pick and Pay and have they will refund me. I went to the closest Pick and Pay and the lady at Customer services was very helpful - she advised me that they are not a Hyper store and therefore they cannot refund me. I asked her to phone Tshepo and advise him - she did so in my presence and he said to her "sorry he made a mistake". Note: Wasting my time and petrol! I called Tshepo on the 13.07 - and he said there is nothing he can do and that I must take the item to the nearest Pick and Pay Hyper - I refused to do so as I had paid to have the item delivered to me - they delivered the incorrect item and now it is my problem. When I asked to speak to his Manager - I was told his Manager is on leave and I was given a cellphone number for a Mr Bongani - who is Tshepo's boss at headoffice. I asked for a landline and he could not provide me a landline number 0 how to I trust that the number he had given to me is indeed an employee of Pick and Pay and not just a friend of his. After wasting more than 5 minutes of my time on a phone call - I was on hold was Tshepo was having conversation with his colleague - I had asked to be transferred to the Store Manager - I eventually hung up and called again. I was transferred to Coen - who said that he will go to Tshepo and call me. Never received a call from Coen. Tshepo called back to tell me that they will send the driver to collect the item - when I asked about my refund - he advised that they need to check the item first before I get my refund. Why should I now trust Tshepo that I will indeed receive my refund together with the delivery charges that I paid - when they delivered the incorrect item. Tshepo has only but given me the runaround. He said he would call me back and still no callback