Unhappy AMC customer

What poor ****py service from AMC. My wife lay-buyed an air fryer and after i sent them an e-mail with the documents and 1st payment, i never heard from them again. On Friday a courier just rocked up at our place with the boxed air fryer. NO heads-up or notification about pending delivery. Luckily someone was home. On opening we noticed that the 2 front opening doors was misaligned. The agent suggested we take it in to Century City on Saturday morning, to my disgust. The building was`nt very customer friendly , no disabled or wheelchair ramp. I had the box on a trolley but had to carry it up 3 storeys, because there only was a stairs, no lift. I asked the consultant what their policy is on this, and she could`nt answer me, just saying she can exchanged it. The other machine had the same problem. By now very annoyed, i ask her to demo the machine, but she was clueless. I asked for a refund, on which the lady said there`s a penalty fee, but she also did not know what the penalty fee was. Very agitated i took the machine , because someone else wanted to buy it. Utterly disgusted by this reputable company. Zero communication, just dumping products on customers with poor after sales service.