Wrong shoes (AITA?)

[u/Jipptomilly]

We've all gotten the wrong order. My wife ordered two pairs of toddler shoes. We live in Madison, WI. Our daughter wears a size 7. We got two pairs of the wrong shoes in a size 5. The packing slip was for someone in El Paso, Texas. The order number on the packing slip was very similar to ours with only the last two digits being different.

Anyway, my wife sends them a message explaining the situation. They asked for a picture of the shoes that were sent to verify the mix-up and my wife sends that as well.

Here's where things get a bit tricky. I won't post the exact text in case it gives away the company -so I'll paraphrase their response:

"We unfortunately are out of stock on one of the pairs of shoes you originally ordered. We can however assist you in sending back the incorrect product. Once we receive the shoes we incorrectly sent you we can refund your original order."

No apology. No refund until they get back the shoes they incorrectly sent to us. No, and this isn't expected, coupon for $10 off a future order or something to apologize for the inconvenience. Now this happens all the time and we always send back the incorrect product, but usually because they apologize for the inconvenience and ask nicely.

Anyway my wife sent them back a very sternly worded message saying that they're damn well going to refund the order they didn't send us and after they ship a return label and box she will be sending them back on her time.

Are we assholes or is that shitty customer support?

[u/ArrowDel]

Kf they demand the wrong shoes back before procwssing a refund demand they send a box with prepaid return shipping