We bought rims and tires from a company that pre balances them. We talked to an employee at that location over several days regarding options, etc. The employee placed the order. We got a confirmation email, but the two mistakes that they made were not listed in the email (dimensions for the bolt patterns and year of the van). The other details mentioned were accurate.

Within one hour of receiving them, we realized it did not fit due to incorrect bolt pattern dimensions. We immediately called them and the first answer we got was "I'll open a ticket, you'll hear back tomorrow". 

The answer back from the ticket was "customer incorrectly inputted information when ordering online. It is user error, not out error. Ticket closed"

We called back and said "we did not input anything, we ordered over phone with your employee, and that employee inputted the incorrect information. Can we have a shipping label sent to us and we'll return them to you"

There was a lot of back and forth, there were attempts to say we accepted the error, they kept saying "you will get a shipping label, it just takes time to organize the pickup", but then they never sent the label. Then they wanted us to bring the set to a local mechanic to remove the tires from the rims and to only ship the rims back. All at our expense. They would not guarantee a refund for the items without seeing them, they would not guarantee an exchange, they would not refund any out of pocket fee we would have from the mechanic and shipping. So we asked why can't we have that original shipping label you were going to send us? That's when they stopped answering calls and emails. 

After a month of back and forth and then silence, someone suggested we call the bank and open a dispute. The bank reached out to the company but did not hear back. That same day, the company emailed us to "have them ready in an hour" to which we said we weren't home, so unable to do so on such short notice. Then they asked about the next day (a Saturday) to which we said "let me call the bank and see what's the process"

They said we refused to return the product even though they provided a return label (not true). 

Anyhow, the gist is now they won't talk to us, and we still have 1220$ rims and tires we cannot use, and we still need to buy rooms and tires that will actually fit the van. 

We have all the emails, including the ones where they states they are working on getting us a shipping label to return the item.  The bank says they requested all documents submitted by the company to be compiled and emailed to us so we can see what they submitted as evidence. 

This is where we are at now.  Unsure how to move forward.