Extended Lengths Beauty Supply Wrong product, no refund no exchange! Internet

I received the wrong product from Extended Lengths and emailed their customer service, asking if I could return the product and be reimbursed.  Someone named Gia (no last name given) told me that the correct product would be mailed ASAP, with prepaid return postage for the return of the incorrect product.  Receiving credit for the returned product was not an option, although that's what I asked for. 

Two weeks later and no product, I got more assurances from Gia that the product would be shipped ASAP.  Three weeks later, no product.  No further word from Gia.

I've been ordering online for many years and have never gotten such run-around from a legit business.  At best, Extended Lengths is an incompetently run company; at worst, it's a scam.