Shocking customer service

I placed an online order of a Keter product which turned out to be of really poor quality. I tried to log a return and the order reflects as 'not yet delivered' so I cannot return it, but the 14 days return policy is ticking. Called the call centre to update the order and got a ref. Following day I received an email stating I should do this online. I responded asking order status to be updated. I have had no response.