Horrible online purchase experience

I've never received such horrible service from an online store. I made a purchase on 02 December 2022 when they had an online only promotion which was a buy 1 get 1 free on any items of your choice. I immediately made the purchase and payment after finding two embossed bags which I loved so much. Upon collecting the items, I realized that one bag of the bags was not what I had ordered and was also cheaper than the bag that I had ordered. I thought that this would be easy for them to replace and get me the correct item that I had ordered, little did I know what a battle it would be. I was told by an online sales representative that it would be as easy as taking it back to the store and getting the correct one, only to be met with more grief at the store.

I don't understand why TFG always run to giving one their money back as a solution to the problem. If I wanted to have my money, I would have never used it to purchase in the first place. Mind you, that specific item was an item I wanted to use for our year end function at work. Now this whole circus has been made to seem like I am the one who made the incorrect order or I'm the one who placed the incorrect item in my package. I the came home and wrote an email explicitly stating what had happened in full detail, today is the 19th December 2022 and nobody has gotten back to me. This is not the first time this has happened to me using TFG online and this time around they have gone too far. I thought it was an isolated incident but after reading other reviews, I realize that this a TFG online thing. What a horrible experience. I'm so disappointed in TFG.