king family fan
I'm sorry you have to be going through all this crud.
When you call to talk to a supervisor/manager and you are on the phone with them ask for their name and employee #. (Too many times, when a customer has a complaint a regular employee will SAY they are a supervisor and just spin you.)
TELL the supervisor/manager you are keeping a record of the calls. Example: Ma'am/Sir, It's December 18, 2017, 12:27 pm. I'm talking to John, the Supervisor, employee # 12345. I'm complaining about a book that I ordered and have twice been sent the wrong book. You are now telling me you will correct that mistake by doing... Is that correct? I'm writing it down. " KEEP A RECORD of the calls and e-mails and make sure they know you are keeping a record.
You'd be surprised how much attention your complaint will get when people KNOW you are keeping a record and writing it down.
You might also *mention* you will go on Face Book, Yelp, Twitter, Snap-chat, etc. to tell of your cruddy experience. (That might get you some leverage and some perks for your troubles.)
Good luck!
Peace.