Theft and bad service

Driver deliver COD goods at my house, but overcharged the person receiving the goods. I called the Customer Service call center at 07:30 this morning, and was told by the consultant that this happens often, and that they can only give me a store credit. I requested speaking to the manager, and was kept on hold for almost 15 minutes after which I put the phone down and called again. Managed to finally speak to manager, and was promised a resolution call from her before 10:00. Still no feedback. She told me that she was going to arrange for the driver to take the money back to my house. All promises, no delivery!