No parcel - No refund

On the 1st of May 2026 I ordered two perfumes online valued at R 2 270. On the 8th of May 2026, my parcel was delivered only to find the sticker with my details on the parcel, but the products inside the parcel not being mine, it was a denim and hoodie valued at R 958. I tried to phone the contact centre on the 8th of May 2026, which they told me the online department is closed already, I need to phone on the Monday. Monday came and I contacted the call centre, where the agent informed me to return the parcel to Truworths in my area which I did. At the store (Truworths Lichtenburg) the lady took the parcel and informed me that a replacement of my order will be send out. I contacted on today, the 13th to ensure my replacement was send out which the contact centre and Truworths Polokwane (Code 351) keeps on telling me my order was delivered (sure it was as the sticker on the parcel is mine, but not the products), so I explained the situation again and they informed me they will get back to me. I then decided to drive to Truworths Lichtenburg to ask for a refund. The lady at Truworths Lichtenburg contacted Polokwane and the lady named Jayne in Polokwane said that the my parcel (with the wrong sticker) was not delivered yet. So I asked the lady, what if the other person that now has my stock does not return the parcel, she said that Truworths will still refund me. So I asked her to refund me there in the store as I did return the parcel that was wrong on the 8th of May 2026 already, she then said that she cannot refund me if they did not receive the products back yet (from the other lady). I then ask her when can I expect my refund, so she say once the parcel is back at Truworths Polokwane.

I feel this is very unfair, as it was a mistake made by Truworths in the first place. This was a mothers day gift.

I am left with no refund, and left with no mothers day gift. I am very disappointed in Truworths, I feel like just closing my account with them.