Return and refund

I am receiving the worst service ever. I made a purchase online on 23 April. I received the order. I needed to exchange an item. I went to two outlets at Atturbery Value Mart and Centurion Lifestyle. None of the shops wanted to assist me as the item was not bought in thier stores. I logged a return with the online customer service on 13 May 2024 after the stores refused to assist me. I was given RMA number. I called the customer service on 24 May 2024 after the turnaround time provided on various emails were not adhered to and no communication was provided either. They told me that the RMA number has expired and the item is still not collected. They now provided me with another RMA number, to date, the item has not been collected. This is frustrating and