PATHETIC SERVICE

Hi. The level of service that I'm receiving from your company is rather poor. I placed an order and received the incorrect item. I logged a return and it was collected the same day. It's now been 3 days and I haven't heard anything from you. I need to know if I can select an alternative or if I can cancel the order. I've requested several times for someone to call me but no one does. Should I go the legal route?