I made online purchase of an expensive bag. I received a wrong item. Fendi claims that they send me a correct item and not refunding my money.

After reading fellow shopper's bad experiences. I'd also like to share mine with the following few points to highlight:
1. Shipping is super slow, I ordered on the 18th Nov, only received my order on the 30 Nov. A whooping 12 days, 8 working days to be precise
2. Soon after I ordered, I realised I forgot to tick the gift box, so I contacted them via their online "contact us" Form to file a request to include FENDI signature packaging. I only received an automated acknowledgement email saying they have received my request a few day later but No one has come back to me o it ever since.
3. Surprise surprise, upon receiving my order on 30 Nov, my top was just wrapped in some flimsy white tissue, no Fendi packaging. However their website claims that "all orders will be packed in their signature Fendi box and placed in a discreet cardboard box". Why lie?
4. So I contacted their customer services via phone on 30 Nov. A woman named Alice answered my call, she was friendly, and apologised for my disappointment and said she'll request to send a Fendi signature box to me
5. Today, on the 1st Dec, I received an email from their customer service team saying "Following internal verification, we kindly inform you that the Fendi yellow box is not included in the shipment of the fabric FF motif jumper (code: FZY702A5QGF118W) you selected. For this reason, we are unfortunately not able to ship a spare box to you." This answer clearly contradicts with what their website states. (I have saved a screen shot of their claim from website)
In a nutshell, Fendi is FAR behind other luxury retailers when it comes to shipping time, response to query and customer service. Given this is the first time I purchased from Fendi, despite that the top is beautifully made and I love it very much, but I firmly believe it'll be the last time I shop with Fendi.
Ciao!