Zara online wrong order

I ordered 11 items on the Zara online app on the 26th Dec 2021, the order was delivered on the 7th Jan 2022. The order delivered didn’t have any of the items I ordered but someone else’s. I immediately sent the online people an email stating the above and went to the store in sandton the following day. The manager told me they can’t assist as Zara online is reponsible for the mess up, I then asked if the replace my items and they said they can’t I must wait for the online people to respond. It’s the 17th Jan 2022 and the matter is still not resolved.