Reebok — Not accepting return

Recently I had bought a pair of shoe from official site of reebok and it delivered in condition, but I requested for return due to some fitting issue .Now its been 10 days, I have called the customer service more than 4 times and every time I hear same thing that ‘WE have filed a complaint, your parcel will be picked up between 24hrs’, but I didn’t even got any mail neither they answered my mail, also I asked them to forward the call to the managersenior they ignored it looks like they are on their own.They don't even have any information about current status.