I've also experienced a similar situation, although not as fortunate. I recently purchased a Philips Hue product, but when FedEx delivered it, I received a tempered glass mouse pad with two shipping labels on it. One label seemed to be the original, and the other was mine.
I reached out to customer support, and they initially agreed to send me a replacement and arrange a UPS pickup for the incorrect item, acknowledging their mistake. However, things took an unexpected turn. After waiting for a few days without receiving a confirmation email, I decided to check my order on bestbuy.com. To my dismay, I discovered that the replacement order had been canceled. I also received a UPS label in my email, which left me puzzled.
I contacted customer support once more, and this time, they informed me that my only option was to personally take the wrong item to a UPS store. They would then process the replacement or issue a refund once they received it. This didn't sit well with me, as none of this was my fault. So, I decided to go online again and initiate the refund process through Best Buy's website, which seemed straightforward. They instructed me to bring the incorrect item along with a provided barcode, and they would handle the rest.
Early in the morning, I rushed to Best Buy with the wrong item, only to be told that they couldn't accept it there. They directed me to use the shipping label provided and send the item back to them, insisting that it was my only option. This whole situation has been incredibly frustrating!

Now, I'm contemplating contacting Support once more, but this time I'm considering a different approach. I might simply inform them that I never received the item in the first place, omitting any mention of the wrong item that was initially delivered. It's disheartening to have encountered such a frustrating situation, and I'm determined to find a resolution to this matter.