Please come fetch your parcel

We ordered a 7 tier shoe rack on-line on 22 December 2023 and it was delivered on 28 December 2023. What we received was a box marked 6 tier shoe rack. When we opened the box, in the case that there was an error on the box, we discovered that it was a 6 tier shoe rack but with pieces short and could only possibly be assembled to 5 tiers. I tried to log a return online but kept getting an error message. on 30 December 2023 I sent an email to customer service to file a return. On 3 Jan 2024 I received a response from Noosi and on the same day I sent an email response to file a return and sent pictures as requested. Since then I have called multiple times to find out what is happening as the shoe rack still has not been collected. Every time I call I am told that my return has not been assigned and the matter will be escalated. Yet still nothing has been done almost a mont later.