Mixed up my order with someone else and no straight answer

I ordered shoes on special via the online store on the 20th of December. I was pleasantly surprised when my order was delivered on the 23rd of December but that quickly turned into disaster when I received a package not meant for me at all (the packing slip inside the parcel showed it was for someone else). I immediately contacted online support via mail.

Days later without response I called the call centre. 4 calls later at my expense in time and money I still don’t have an answer - will my actual order be diverted to me? Will I be refunded ? Everyone tells me something else... Emails don’t get answered... Every call I get someone else and have to re-explain the whole story, even though I am told that the details are recorded on the order.

My initial response was - cancel and refund and I will reorder it. I was told no - we will try and re- divert the correct package to you. I asked for how long it would take and receive no response. I call back and it’s like none of this ever happened and I am told I will ‘probably be refunded’. I would like an answer - not a probably.

Asked to speak to a manager and told he’s not taking calls and he should call me back later. I ask for someone to mail so I can get a concrete answer and I’m told to mail *** who takes days and days to answer, all the while precluding me from getting the items while they are actually in stock.

The after sales support on this has been shocking! Who can I actually speak to that can actually tell me what will happen and resolve this issue.