Customer service sucks

We ordered a dress and sneakers for an 8 year old for Christmas, today 22/12/2021 an order was delivered,in this parcel were 2 Men’s Levi jean costing R2000 altogether.My niece contacted Superbalist call centre,they sent an email with their refund procedure,and told to follow their refund/redelivery process Refund cash takes 5 days,which entails their delivery person coming to collect the wrong item first then a refund is done,so all in all when Superbalist messes up,it becomes the customer’s problem to solve. I worked for Amazon something like this was unheard off,Superbalist should take should take a page out of their book about Customer Service