Return Mailing Label not available

I have no idea what has happened to customer care over the last few years since I purchased my last desktop/laptop. I placed an order, cancelled it, was confirmed that it was cancelled over the phone 3 times and via email, re-ordered a different unit. Got sent both units, charged for both units ($15,000), started a return process on the 11th. Set the pickup day for the 15th. No mailing label in email, or accessible on the site. Technical difficulties prevent being able to connect to customer service via phone for the last few days and no coherent responses via email. This is the 3rd high-end unit I've purchased from the company in the last 5 years. How is it so hard to get a straight answer with Christmas travels coming up. I have never had this much difficulty with any other tech company dealing with returns, especially those that were shipped out incorrectly in the first place after being successfully cancelled.