Terrible customer experience!

Hi, I've been an active Superbalist customer, until a recent incident, in which Superbalist was at fault however I was negatively impacted! I purchased a watch and when it arrived the incorrect item had been delivered. I immediately contacted Superbalist to request for an exchange for the correct item. I was told that the item was out of stock, which was not true as the exact item was being advertised on the website. When I raised this with Superbalist, I was told that the item advertised was a different model, despite the description being exactly the same and that I could not exchange the items. I was told that I would receive a discount on the item on the website, however after the discount, I would still have to pay in to get the same item that I should have received in the first place. The consultant didn't seem phased and simply told me that I should log a refund if I was not satisfied as the 30 days for exchange was about to lapse. When the refund was logged, I requested for a refund to my credit card, instead it was transferred into my Superbalist wallet. I'm now waiting on Superbalist to rectify this and after a few months it's still not rectified. The manner in which this matter was dealt convinced me that Superbalist do not value me as a customer, despite my regular monthly purchases. Considering the highly competitive retail sector in which they operate in, I would assume that customer retention is top of mind, however that is not portrayed through my poor customer service. Since my incident, I have deleted my app and will not be using their services in future! Sadly this incident is still not resolved. This is highly frustrating...