TFG pathetic!

Extremely poor customer service and product delivery. I placed an order on the 27/11/2021 for a couple of makeup products and got a text yesterday saying my order was ready for collection (click and collect). As I was busy yesterday, I instead collected today but when opening up my package it was the complete wrong order. Bear in mind, 2 weeks ago I had placed an order too and received broken products. I visited my nearest TFG store for an exchange and was told by TFG Blue Route that in store purchases and online is different so I won’t be able to do an exchange and instead I need to do a return and they will refund🙃.

This time, I call customer service advising the agent of what had happened and it’s the same issue? I can’t get what I ordered but instead I can go into store and get a refund. I want my things that I ordered, not cancel them due to TFG sending me the wrong order. At this point I’m still waiting for a manager to call me but instead I get a text saying my query has been resolved????? This is the pathetic service we receive.