Returns Process is non-existent

Buyer beware, the returns process for the online store is non-existent.

I have tried to return a desk chair that I bought online. Firstly the online form on the Waltons website does not work, it kept telling me that all the required fields were not filled in, even when I had filled in everything, including the optional fields. I tried this process multiple times.

I then tried to phone the call centre and was asked to email my request to *** who has blatantly ignored me for over a week.

They have told me I can't just return it to a store as they have "processes" they must follow. So what must I do now?