Non-existent service

I bought items online in November and needed to return some of the items, I logged a return request and received a reference number. Needless to say, I am still waiting 3 months later for the return to be picked up and to be reimbursed. Went to the store in Menlyn and they frankly told me there was nothing they could do, no phoning, no escalating, no advice as to what to do.