bad service

I am so disappointed with timberland , I ordered a wallet online and received something different from what i had ordered , i then requested for a return and they responded and asked if i wanted a refund or exchange and i told them i wanted the wallet i had ordered, then they went silent on me, the next day i get a call from the courier saying they here to pick up the wallet and luckily i had placed the wallet in my car so i gave it to the courier guy in the same packaging i had received it in. when i check my emails they sent me an email an hour before the courier came telling me how i should package the return which i felt was unfair because they were supposed to send that email the day before so i can prepare the wallet as per instructions, then i sent them an email voicing out that, and no one responded and no communication regarding my return has been sent to me , i tried calling them now and im being told that the people who are supposed to assist me are on lunch, is that professional thou