Poor service

I tried to log a return online for an item purchased online. However I could not log it as it shows the item was not delivered and cancelled. So I called the Builders call centre to log the return on Friday 10th April. I was told that someone will call me back within the day. No one has contacted me. I have called on the 13th, 14th and 15th to follow up and all I am told is that someone will call me back. But no one is calling back.