Superbalist SUCKS!!!!!

I would give you 0 if I could! I drove 25 km to collect my order in Ottery only to discover that the order was completely wrong!!!! Firstly, if the packers have a code and a photograph of the ordered product, I do not understand how a different design and colour can be delivered to your collection point!!!!! I went back in to return it and was told that I had to first log a return and that I could only do it on the app. (The assistant spoke so softly behind a mask and a perspex plate that I had to ask her to please remove the mask, speak louder so that I could hear!). I had not downloaded the app so with 20% left on my battery and without my glasses I had to download the app. 30 minutes later I was still struggling! They won't accept your return unless you take a photo of what you received. I eventually managed to take a photo and do the return but the young lady behind the desk refused to take the returned product unless I give her a return number. The email I had to then download on 10% battery was not arriving in my inbox. Going back into the app I noticed that notification could take 48 hours!!!!!!!!!!!! So you expect me to take the VERY WRONG product back home and drive another 25 km's to return it to you! The young lady behind the desk was young, rude, uninformed, inexperienced and useless! When I asked for her name she said she won't give it to me and that it's not her problem. Well, it certainly is not MINE! Surely your systems should allow someone to return the wrongly delivered item there and then????????? Will you be paying the 100 km waste in petrol and wear and tear to drive back once I have received your long awaited email to confirm the return??? All in all just a rotten experience! I will never waste my time and money again by ordering from Superbalist. I think their staff and management should experience the frustrating process to order and return a product. Nothing makes sense. You need to learn something about customer service and effective customer experience if you want to survive this tough economy! So now I am still awaiting the email. I finally convinced the assistant to take the wrong delivery and keep it so that I could phone her with the cancellation number which will who knows, appear in my inbox someday soon! You need to definitely improve your return systems and allow staff to accept the wrong product there and then. This is not an issue the purchaser wants to deal with - if I ordered something specific I want that item delivered. It is not as if I changed my mind when I saw it. It was the wrong item - by far.