Ignored calls and zero assistance offered by the store

I bought books with them and there were courier fees. Later, I am told I bought e-books. I asked for an exchange since I did not access the books in any way and my daughter does not have access to that equipment during the school day. I have been calling them daily for a week. I hold till I am caller 1, then boom I am back to being caller no.6 again. I have been calling them all week since last week, holding for 20 to 30 minutes per call but with no luck. I hope they see this.