Arrogant, disrespectful towards customers

I purchased perfume in the Foschini online platform on the 08/10/2020, when I got my parcel the wrong perfume was delivered. I called foschini to let them know and their response was they dont do exchanges via courier(even though this was their stuff up) so I would have to place a new order and they will arrange for a courier to pick up the wrong perfume and the refund process will begin. I placed the new order, perfume was delivered to me and the wrong perfume initially delivered was also taken by courier. I called again to find out If the incorrect perfume has been received cause I'm awaiting my refund, Octavia Peters at the online shopping customer service then confirmed that there's proof that courier has the perfume and must send it to the Foschini warehouse so they can refund. All this happened after countless phone calls that I made, leaving messages on 2 occasions for Octavia where she never got back to me, I last sent her an email yesterday(22/10)morning asking for progress -no reply to date. I have been stuck with mess created by Foschini for 2 weeks, I'm the one running after them, calling and emailing with my resources over a mess they created!!! At this point I dont know what is going on with this query or when I'm getting my refund. The Foschini group is arrogant and not client centric and it shows in the way they run things and in how their staff treat customers. Sort this mess out, refund me so I can close this cursed account!!! What a disaster of a company!