Bad service

I placed an order of Addidas Samba on the 23rd November,2025 and they delivered my sneakers to my neighbour without my permission and there after the sneakers didn't fit me I had to return it.They told me that their driver will collect them before 17:00 but the driver came at 18:30 on the 28th. Till now I am still waiting for my refund they told me that I gave them wrong sneakers I have been calling them numerous times without any luck they keeping on telling me that the matter has been escalated. Please assist me