Truworths Online Service Portal - Shocking

I did 3 online purchases with Truworths. Not 1 order arrived within 5 - 7 days. I returned everything to the store. The 3rd delivery, I had for a week, when trying to returning it, I was told i couldn't because it was still marked as Ïn Progress". I have requested that my Account be closed due to very poor service, but Truworths still want me to pay delivery fees.