SHOCKING CUSTOMER SERVICE FROM POETRY STORES

I have been waiting for almost a month for an incorrect order to be solved. I placed an order online for glassware, and they sent me the incorrect products. I have asked them to collect the incorrect items and send me the correct ones. I have had NO luck. I even went in store to see if someone could help me, she forwarded my mail, but NO ONE has been able to assist me. I haven't heard from them in a week again, surely they have open tickets that they cannot close until resolved? I am appalled at the service (or lack of service) received. I had ordered the items for a shoot, which has now long passed.