Mishandled parcel and poor communication amongst the warehouse and the call center

I am appalled at how my order was handled. I ordered some shoes and was delivered something else belonging to another customer. As soon as i received the parcel i called them to inform them of the issue. They asked me to send pictures to show the incorrect order. I have sent the pictures on many occasions which i have willingly done so. Regardless of my efforts to provide them with in formation I am still waiting for the incorrect parcel to be collected and for my refund to be processed