Terrible customer care for online purchases

I purchased items online from @home. One of items in the delivery was incomplete. I called the tfg customer care and they said they will contact the warehouse. A few days later they came back to me that they dont have the item anymore but they have it in a different colour and i accepted to swap the items. this was 3 weeks ago. I have been calling the call centre twice/three times a week over the the three weeks. last week i decided to cancel the purchase and requested a refund. This was last week still no one has come to collect the item for the refund. I am appalled by the service.