Sky sent me the wrong phone and 5 days later it’s not resolved

[Ness99]

Monday 28th March I place a new swop order for an iPhone 13 pro and some ear pod air thingys! 

Tuesday 29th March less than 24 hours after placing the order I receive the parcel. Excellent so far, yes?

I open the parcel which contains the air pod ears and a... SAMSUNG  S20 5G PHONE! No sign of iphone13 pro!! 
I check my order, knowing though that I have definitely ordered the right phone because I've checked it several times, I'm excited to get the new phone (I have an SE, it's been a while). 
I call Sky customer service, not a problem I though, they took my order. The fault is entirely the fault of Sky, this will be a quick fix, VIP customer and all that jazz...

5 days later, several hours of phone calls only to be nowhere near any kind of resolution, to be spoken to quote rudely several times. 
I am expected to take photos of the box and the phobe received and email them to sky, which I am happy to do, however then wait in all day on a day Sky tell me so they can collect from me (I work full time in a school this is not possible),  all the while offering no resolution of getting the phone I ordered to me.
To have the customer service person tell me he isn't going to bother explaining because nothing he tells me is going to be what I want to hear. 
when I ask to cancel I'm told you can't cancel as you have a phone, if you send it back it won't be recognised because it isn't what you should have so you won't get it cancelled...

Told I am being uncooperative because I can't accommodate Sky!! I HAVEN'T DONE ANYTHINGN WRONG!!! 

I have offered to send the phone and package back, send me a returns label I asked, no not possible we need to investigate, until we've investigated there will be no resolution but we will bill you for the product you haven't received! I am so frustrated, I go away for a week on Monday which I have explained, I just keep getting told it's being escalated and then patronised by whoever I end up with on the end of the phone! Through out all this Sky have called me once! 
Please has anyone else experienced this and had any kind of resolution, I just simply want the phone I've ordered and am being billed for! 

[GD1]

@Ness99  You could try raising a complaint https://www.sky.com/help/articles/how-to-make-a-complaint

[kevin88]

They should know it's clearly been a mistake from the serial and imei number,  they should be trying to escalate this internally as with those details they will know what happened and where the phone came from.  

[Ness99]

So I am now sending pictures of what I've received, a week later and still no resolution! The customer service can't seem to understand that I haven't been handed the wrong parcel I have the right parcel but the wrong thing inside it! 
A complaint has supposed to have been raised but no email confirmation of this as yet, was promised that 4 days ago! 

[caesarome]

I think you will find that you need to give it longer than a week for this to be investigated if you put in a complaint as Sky has 8 weeks to get back to you as it states here:

https://www.sky.com/help/articles/how-to-make-a-complaint

[BILLWYLES1952]

I was sent a pair of Apple  airpods instead of a phone. That was 24 days ago . Had numerous conversations and broken promisses with call backs. Have you any contact phone numbers or email addresses I can use

[Daniel0210]

@BILLWYLES1952 
If you already have a Sky Mobile or a Sky Talk landline call free by just dialling 150, otherwise you can use:
https://www.sky.com/help/home
UK: Scroll down and click on ‘Need more help’ and it provides an 0333 number.
ROI: change the flag in the very bottom right corner of the link to the ROI flag then scroll down and click on ‘Need more help’ and it provides an 0818 number.
(The forum filters don’t allow us to type the digits in full).

Stay on the line and don’t hang up if you’re prompted to.
Depending on your particular issue the operating times of various departments may differ.

Sky don't use email as a general means of communication.