bad service from online department.

I have been trying to get an online item returned since the end of July 2021. After requesting boy items, they sent me a girl action figure. Mandy has told me that she will send a courier, I am still waiting for the courier to arrive 8 days later. My emails go unanswered. I was reluctantly given the online contact no by the V&A store. I have left messages, have received one call back, which I missed as I was busy. I then called back 3 x and left messages to please call me back, All messages are not responded to. I have tried calling again and the phone calls go unanswered.