Can't get a refund on a item ordered

I ordered a item in the beginning of December. But when I received the item it was not what I wanted.<br> I tried to log-in to my account to do a return of the item but can't get logged in at all. Then we email the call centre and they said that they logged it and the courier will come pick it up. We never received an email asking for address or anything but according to take alot we did. So they cancelled the courier. Then last week I phone the call centre again and they logged it again!!! We received the email to ask what address to do the pick up from I rep****. And still no luck with getting the item returned and my money back!!! Really poor service will never order anything from you guys again!!!!!