Wrong item and rude staff

I made an order and the incorrect order was delivered, I communicated this and they logged my correct order as the return item and not an exchange. I have called the customer care x4 and still no competent person has assisted me. The communication is not good and the last lady I spoke to was very rude. Stating that the return is pure logic even when I told her they logged the wrong item for a return they should have at least logged it as an exchange so that I can know that my order will still be delivered. It’s been a week and I still don’t have my order.