Wrong order delivery, no info on the correct one to be delivered!

I have ordered 96 2 ply toilet paper rolls. 48 toilet paper rolls of 1PLY only has been delivered. On the same day, I call them to inform them and they confirm that they will arrange the return of the wrong order and delivery of the correct one. 2 days later, nobody contacted me, I have then lodged a new request online this time as their phone line was not functional anymore. This morning (3 days later), they come to collect the wrong order but with no information on the delivery about my "correct" order....What type of service, is it?