Poor, poor service

I bought two of the same items from them, 20 days later, one item is delivered, the other item they delivered is completely something else. The two items are not even remotely the same, so don't know how they messed that up. Unfortunately, we only realised this when we open the box. Immediately lodged the return, two days ago the item was collected, when I followed up on it today, they didn't even know the item was collected firstly, secondly, they expect me to wait another 20 days for this. This is not acceptable. This is not my fault they can't pick the right item. Now the person who told me this, don't even have the decensy to respond to my mail, and won't even try getting me the product earlier.