Worst online services ever received

I place an order online on the 18th December2020.To my dissapointment when i received my order the description on the bag state tan but it was orange.I book a return and also call a few times but no solution to my issue.After numerous furstrated calls i was advise to request a refund.To make matters worst responses that was meant for me was send to a colleague in a different department.What happened to attention to detail and Poppy Act?