This was for higher value items though, and maybe Amazon's customer service / returns policy is different in the UK, but I'm genuinely surprised that you avoid Amazon for returns because from what I understand they're far more likely to accept a return than other retailers.
I think I probably have a biased perspective because of my background, but 99% of the time when I hear about someone returning stuff they're doing it fraudulently. That cost is then passed on to people like myself who basically refuse to return anything unless I'm sure I'm 100% not at fault so in general I wish companies didn't do returns outside of exceptional circumstances. Also working for a phone insurance company and a retailer with a relaxed returns policy made me appreciate the insane level of fraud which has to be financed by honest consumers.
But on the topic of in-store returns, one of the only times I've ever returned anything was a pair of £60 shoes which tore in the first week of normal use. I went to the store I brought it from and explained they tore and would like a replacement. The staff were extremely rude and tried to blame me which I found very uncomfortable. They then said they'd have to ship it to some department to assess if it can be repaired or replaced. A couple of weeks later I got a call saying it was decided I was at fault, so no replacement or refund would be issued and that I could come collect my shoes from the store. The store was about 30 minutes away from my house and I had to pay for parking, so this was all extremely inconvenient.
Maybe it's just because I have social anxiety, but I'll take cheerful chatbot over having to deal with a rude person instore any day of the week. In fact, it's why I use Amazon. Their customer support has always been great for me.