Bad experience with Superbalist exchange

I ordered a size too big slippers and did an exchange online. Superbalist then delivered the new slippers to an anonymous person in another province. I did send several (17) emails to solve the problem or to get my money back as it was a mistake on their side. The keep on contacting me for the item to be collected even though it was not delivered to me. I have explained it in all my mails and still I keep on getting messages to have the item ready for collection. The Item was delivered to someone in another province, I don’t understand how a mistake like that was made as it was an exchange. The response to all my emails say they have escalated it as n urgent matter and will be solved within 24 - 48 hours. It has been weeks. I have never received such unprofessional service in my life. I cannot keep explaining myself to them They delivered and item that I paid for to a wrong address and to make things worse another province as mine. Now I have to pay I dont get my money back and also no feedback and in between I keep on getting messages that they will collect the item from me ( which I dont have) I would not recommend anyone to do an exchange from them ever.