Return not attended to.

I returned an item on 30 July, the item was found to have missing accessories and I agreed for the items to be collected. To my surprise, the main item which was collected keeps on being the one getting collected and I have been saying that the item is at the warehouse. There seems to be miscommunication and disorganized work here. I have been waiting for an exchange for about 3 weeks now, and they gonna tell me to wait for an evaluation when the fault is them fetching the wrong item.