Non existant customer care

Order #*** Good day. I was informed by the call centre to contact: *** - To get my refund in the amount of R6 898.85 for the Cuba 3 Division Blue Couch (SKU: 332288) that was returned, as the space between my front door and entrance wall was to narrow and the couch could not fit through. Please advise as a matter of urgency as R 6 898.85 is alot of money! And emails to this address keep bouncing? What I am supposed do now.