Poor store and online service

I made an online purchase, and when i received the parcel. The item and size was incorrect. When i contacted the call center, they informed me I must go to the store and change the item or they can collect it but not replace it with the correct pair when it was not my fault in the first place. So i went into the store to order it from another branch(as not all branches has it) its more than a week later and still no response. I tried to reorder online and there is some technical glitch when trying to order again. when i contact the call center, I was told i must just reorder, not even offer to look into the matter or anything. what poor service this is from such a large and well known business( Sportscene)