No refund for incorrect item that was delivered.

I made an online order on the 30 April 2022 for a Men's Multicolor Reversible Bucket hat (***8), order number: p*** (The Fix) which I was suppose to collect at Markham Jabulani Mall. I collected my parcel on the 9 May 2022 but an incorrect item was delivered which I left at the store, called the TFG online support team were I was advised that I will receive a refund within 14 working days and was given a ticket number: 66474.

I have since called TFG twice and I've been getting the same response that I will receive my refund within that stipulated time frame however its been 5 months now and to date I haven't received my refund.