Terrible customer service / Online purchase & return a joke!

Why is it so damn hard to return an item purchased ONLINE ?

I went into a store ( AMANZIMTOTI ) with the item unopened in its original packaging, ,with the invoice and wasted 30 min speaking with 2 service on consultants who just didn't know what they were talking about.

At first they said they couldn't assist me as there was no receipt. What a joke ?? How does one attain a till receipt from an online purchase.

Second, they requested a tracking number. The invoice in question which I produced to them had 3 internal tracking numbers. Turns out not the right one!! Again they wanted a receipt tracking number. What the hell is that ?

After my frustrating experience at the store. I called the help center. Spoke a polite consultant who finally seemed to know the online return policy. She requested further details via email and promised escalation and execution. Its a week now. Now she doesnt reply to emails. So now what do I do ????