Incorrect order received!!!!!

I just want to know how long does it actually take to for TFG to collect an incorrect order as you can see from the e-mails below, I've been waiting since the 11th of November 2019 to someone to collect the incorrect order and also note that I have been at a Sportscene store in Cleary Park on the 9th of November to do an exchange but their couldn't assist due to the fact that you do not have the swap exchange facility available, I have also followed the instruction given to me by Donita to send a picture of the item that I have, the only correspondence I received was from her colleague who stood in for her because she was not at work this was done telephonically where he said that he'll arrange for a courier to collect the item at my place of work to no avail. I Then called in again to arrange a courier once again a gentleman assisted and also promised to to send a courier but guess what I'm still stuck with an unwanted product and I guess by now I won't find what I was actually looking for. I'm really disappointed by the service that received and will even by more if I don't get what I wanted.I'm really put off by this experience and I use to enjoy shopping with you either online or in store.