Shoe City: Stay Away

I ordered shoes online. The day I received it, I booked a return, as they were too big. I received 2 of exactly the same emails (or part emails) stating that the return have been booked. They then didn't collect. I then received a few emails telling me that the ticket was closed. I rep**** that the shoes were not collected yet. Today, I followed up again. Now they have stories that I must first take photos of the shoes, including the soles, and they will then decide if it can go back. My other option is to take it directly to a store. It will cost me more to get an uber to get to the closest store, than what I actally paid for the shoes!