Pathetic online return experience at iStore

I made an online purchase on the 29th Nov and requested a return on the 2nd Dec before the item was delivered. The item was delivered regardless and I was only contacted a week after. Communication takes forever and I am still waiting for my watch to be collected by the courier. I have been trying to reach out to the sales lady but have had no response. Very disappointed in the iStore online experience. They need to learn from how Takealot and Superbalist- was they are leaders in online service!