Incorrect items delivered. No one can help!

Bought 2 items from the online store. Received the wrong items. Called the online shop help centre 5 times before speaking to my first "helpful" customer service agent. Was redirected to returns/refunds department who told me that they only deal with contracts and that I must call the online shop help centre. Called the help centre again and was told that they only deal with contracts and that I need to return the items to a physical store. I wanted the items that I ordered, not a refund. But because of the irritating back and forth a refund seemed like a quick way to end this. So I called the nearest physical store who said that they've never done an online shop return and that I must call them back and ask for a supervisor. On my 7th call to the online shop help centre I spoke to Busisiwe who asked her supervisor for advice. She then told me that the issue involves the warehouse team and that she has opened a query with them. She said that someone would get back to me but I asked for a name and contact number for this "person". She then assured me that she would call me back personally and even set a "call back reminder" on her computer. Haven't heard anything ever since. I just want what I ordered (or my money back)!