Anyone had bad run-ins with support?

Ordered a brand new Chair, Armrests, Lumbar pillow and Professional Footrest.
Paid expedited courier shipping costs and was greeted by the Premium (Cheaper Soft) Footrest instead of the tilt model I paid for.

Have currently had a conversation with live chat, 2x email operators and still no resolution has been offered to me. I want my proper footrest to be shipped out and swapped but am struggling.

Anyone else had a bad run-in with support in the past or is this a once off scenario?