Online shipping and return process

I recently placed and order with game online, I didn't receive a confirmation email or even an order number. When I called to enquire a few days later I was told that they had no trace of the my order. A few days go by and after numerous phone calls they were able to pick up the order on their system. After a few days i received my item and was unhappy with it and lodged a return, 1 week later and I'm still waiting for this item to be picked up. When I do call the call centre all they say is that they're going to escalate the matter but nothing happens. I already placed another order with them thinking that the return process would be easily done as it is with every other retailer but that was unfortunately not the case. Pathetic service ! Will never purchase from them again.