terrible online return system

We ordered a bookshelf from @home online, and wanted to return it when we saw it did not fit properly in the house where we wanted it. We have been trying for over two weeks to return the shelf (which cost R8999) so we can get a refund. There has been no response, and when we are told that we will be contacted we simply are not phoned or emailed back. I do not understand how it can be so difficult to arrange a collection time, collect the item, and then refund us. I am extremely put off by this experience. Shopping online should not be offered if a functional return system is not in place.