Returning CW.com ordered materials

You know Tom, the reason why I'm posting this is that I can't get anything from Customer Service. I've been calling since Friday last week - first lady (Brittany) I got on the phone told me I would get a call from UPS???. They just delivered the item to me, I didn't order it from them. Last Tue, I called (after staying on line for 20 min)and Tammy answered and told me she will call me back when she get any instructions from another department. She never did call back that day so I called again Wed, and she again answered the phone. Apparently, she forgot that I talked to her and couldn't even remember she promised to call me back. I have to again repeat what my problem was and ask for a solution - she again told me she will get the info and call me back. So, do I have to call her again and repeat the process of getting a call back???