Poor service

I ordered a gift for my daughter for her birthday. What arrived was clearly someone else's, This has happened before but things happen right ? I've returned the item and I'm still waiting on replacement. I have spoken to 4 people and everytime I'm told they have escalated the matter and promised me a callback with an update. I'm yet to receive a call. I have been calm this entire time but the lady I just spoke to was no help at all, evenless than the rest. After explaining myself and not being able to be transferred to the previous agents, I requested that she logs a complaint to which she rep****" what is the complaint about "? You have got to be kidding me, I will not be shopping here again !!!