Ordered a midi dress from the Bay, received confirmation email with order number, description of dress and a photo of dress. Dress arrives. Different dress, a mini, different description but same order number. Spoke for over an hour on Siunday Feb. 25,2023 with Customer Service in Africa. I had to explain the situation several times. Rep tried to tell me if I wanted to return it I had two options. Drive to my nearest Bay store (almost two hour drive away) I told him,that option was not acceptable because I wasn't going to drive that distance plus return trip, plus cost of gas to return an item I didn't order. Other option they would send me a shipping label which I could attach to the package, take to post office and pay a $10 shipping me. I said I was not obligated to pay a shipping fee for an item I didn't purchase and the Bay sent to me unsolicited. After many times on hold I was put through to a supervisor. He finally agreed that he would send me a shipping label. And arrange for Purulator to pick up package on Tuesday, February 27,2024 and that Purulator would send me a confirmation. Tuesday comes and no confirmation email from Purulator. I call the bay customer service and after some explaining and being put on hold several times I am finally given a number. I call Purulator and get to speak to a person after a 30 minute wait. She explained the number I was given was not valid for tracking my pickup. That I needed a pickup reference number and the Bay would have been given that number when they arranged for the pickup. So back to calling The Bay's customer service in Africa for the third time. I had to explain the situation again and exactly what number I required. I was put on hold several times, once for 10 minutes. I was finally told my pickup,would not be happening today. Allegedly there was a mixup. Would the supervisor not following through with Purulator on the Sunday be the more feasible reason. The rep finally was able to give me the number I had requested 35 minutes before when our conversation began. A pickup by Purulator has been scheduled Thursday February 29 between 9am and 2pm. I had also cleared my schedule today, Tuesday, as that is when I was told it was arranged for. Between hours of phone call and having to stay at home two different days to wait for delivery I figure I've spent 16 hours of my valuable time. All for a dress that I did not order. I have attached the confirmation email with dress I ordered, description, photo and order number. As well I have attached the invoice that came with the wiring dress they sent, different description but same order number. I have also sent a screen shot of the dress they sent as shown on the online site with same description as on invoice. And just for added frustration, when I asked that the dress I did order be sent to me I was told I would have to go online and order it again myself. Five. The time The Bay's mistake cost me the dress I wanted is now out of stock. This is without a doubt the worse online shopping experience with terrible customer service. The representatives in Africa are very polite and always apologizing but not very effective when it takes two hours to get what should have taken 10 minutes. Now I have to hope that purulator actually comes on,Thursday and that The Bay will reimburse my money in a timely manner. I have read complaints against this company on the Better Business Bureau site and getting my money back anytime soon may be a challenge.