PnP you need to keep your promise

PnP delivered the wrong items to me yesterday and immediately I logged a call for this to be corrected and was told the item would be redelivered today sometime. I received an email with reference *** Redelivery Request On Wrong Item. I have been waiting for the redelivery or even so much as a call all morning. I keep calling and am told someone will get back to me but nothing. I am now on a call with a very obnoxious person who is telling me "that's not going to happen". So rude and unsympathetic. He said he can't find my reference or order number which is odd. He has put me on hold because I asked for a manager but he hasn't come back to update me on what is happening. Why are you people being so darn rude and unprofessional when the fault is on your end? I am still on hold 18 minutes into the call