Incompetence and inefficiency

I ordered luggage straps for an upcoming trip. When the products arrived they were not the items that I had ordered. I called and was informed about the returns process. I followed the process and asked for the items to be replaced with the correct items. I received an email to say the correct items were out of stock and the items would be collected for a refund. I rep**** with an email stating that I would have to keep the items as I needed luggage straps. The next day got a message that the items would be collected. I then called and got a reference number for the collection to be cancelled (MRRN-J5XRE-GVB5). It is now 4 days later and I am still receiving messages that the order will be collected. I don't understand how it was cancelled and I received a reference number but I am still being harassed about this collection. This is complete incompetence and inefficiency. please resolve this immediately, this is an excuse for customer experience