Joom Sent Wrong Order and Didn't Refund the Payment

I bought a lot of things from your Joom sales site. The item I ordered was delivered with a different order number. Despite explaining the situation to the Joom support team with pictures, they neither delivered the product I ordered nor refunded my money. To top it all off, they're blaming me for the mistake, as if I'm the one who applies the labels to the packages. They refuse to assist, claiming that the product appears to have been delivered to me. They advise contacting the distributor or the post office, thereby creating a vicious circle of irresponsibility. The post office states that they do not write order numbers on packages; instead, they simply deliver to the address. As a result, they neither deliver the product nor refund the payment. In addition, I paid 170 TL in customs duty for this product, which was worth around 100 TL. They flatly refuse to resolve the customer's problem.