Hell to return damaged item bought online

I have placed an order with Edgars online on the 8th of July, received it on the 16th of July. One of the products were damaged and I phoned to log a return, asking for a replacement. Someone was supposed to phone me back within 7-10 days to schedule collection. No one called. Logged a return online as well. No response. Called again, was advised that I have to take it back to the nearest Edgars (we do not have an Edgars within 160km of us, which is why I shop online. Asked for a collection. Nothing happened. Sent an e-mail, they responded asking for my account/ID-number, I do not have an account with them, it was a cash purchase, I explained this in e-mail and have not gotten a response as of yet. It is now almost 2 months since I placed the order. Unacceptable service.