Nightmare to return an item

I have ordered a watch online from Watch Republic and it was delivered within a couple days of placing an order. However I didn't like the watch and have been trying to log a return after delivery, it has been a nightmare as their website is terrible when logging a return. I received a ticket reference for the return and an agent has not called me to arrange for the collection. I made follow ups with emails and they have not been acknowledged nor attended to. I have also called and was told that it is a different department and cannot be assisted further on the phone, that I should send emails maybe one agent will attend to my inquiry.