Bad Customer Service

I am highly disappointed with Puma South Africa, i made an online order on 23 November 2020 everything was processed and it went well and was waiting for delivery today , to my surprise I received the wrong items , nothing to what I ordered. When i inquired with Puma I was told my order is lost at warehouse and I will have to get a refund, I don't want the refund, I want what I ordered , I want my kids sneakers