Ithra.M returns customer service

Recently I placed a return order as my headsets were still within warranty and updated my new mobile number for delivery, the driver came to collect and was able to reach me, when returning my return they replaced it with the old order details, I then sent an email on the 4th of March 2026 to have this rectified, an agent by the name Ithra.M didnt reply on the day and only rep**** on the 6th of May saying the order was now cancelled and this was my fault and there is nothing she could do! Very disappointing customer service especially as I had rang up multiple times on the 5th of May and the agent on the call had assured me aswell that he had left a note for the delivery guy to contact me on the correct number only to find out today after another call with another agent that no such thing was done. I have been asking Ithra.M via email to connect me with a manager so I file a formal complaint and she has denied me this to.