Return for online purchase almost impossible

Return for online purchase is most unpleasant. Almost a month ago I purchased 4 x bookshelves, which was only available for online purchase. Once they were delivered and we opened and assembled one of them, it did not fit our requirements. I completed a return online for the 3 unopened boxes, sent through the photo showing they are in their original packaging. I did not hear from Makro, until I received an email two weeks later saying they were cancelling my return due to me not answering a phone call. I have since resubmitted the return twice, called the customer help no every week and each time I am told that they will escalate the return. Again, I received an email saying they are cancelling the return as I did not answer a call, which I did not receive. I do not want these 3 items and have on numerous calls asked if I could return the items myself to a store, which I am told I am not able to. But no-one is assisting me in returning these items, and each time I call I am stonewalled. I will reluctantly purchase anything online from Makro again that requires only online courier return. PLEASE HELP.