Vodabucks service is EXTREMELY POOR!

I purchased an item from the Vodabucks store a while ago and it was delivered, I opened to package to discover that it was not the item that i had ordered. I called the Customer Care department and they said they had to escalate it with the Back Office. I have called every Friday since then and it's still with the Back Office EVERY SINGLE TIME!!! How is this okay? Its been a month almost since i logged the incident! This is absolutely unacceptable and extremely poor service! By the time they get around to resolving the situation then the original item won't even be available in their warehouse anymore most likely. What should i then do with the incorrect item that was delivered to me?? I'm so annoyed with this poor service!