MRP Online Service Sucks!

I ordered and received x2 Acapulco chairs and x2 cushions 21 Nov 2021 - x1 chair was damaged - I tried to return the one chair and the x2 cushions at the Woodmead store. They advised that they needed to be returned via online system. I sent an email with the order number and the required photographs of the products on both the 9th December 2021 as well as the 11th of January 2022 to ***. I never received a response to either of these mails. I called the call Centre following the 9th of January mail. The agent was very apologetic and promised a quick collection and that the credit would be passed. I am still waiting for the collection and the credit. I tried calling the call-centre again last week and it went through to voicemail???? I am at my wits end!