No system in place to return wrongly supp**** non-returnable items.

I was sent the wrong item. The item was a cheaper version by R50. I stayed at the pickup counter, and they graciously phoned it in. I was sent an email. Lucky I have email on my phone, some people don't. I sent email with image of what was ordered and what was delivered. Then nothing. I waited an hour. The counter staff called again but their cordless ran out of battery. The counter personnel asked that I go home and wait there. They suggested I leave the parcel with them. I didn't want to go home and come back, so I took an image of the parcel and content, wrote my name and number on it and returned it to the counter. I informing via email and images, that I left it there and went home. Today I get a form letter to return the parcel. They do not operate outside of form letters and do not read the mails they request in the first place. I feel they should call their pickup centre and tell them to return the thing. Why should I use petrol again?