Bad customer service from Cielo

Bad customer service from Cielo. Bought a pool lounger at the black Friday sale and used it for 1 month and one of the back support hinges stopped locking into place. I have been trying now for 3 week to get this item picked up for repair or replacement but now they wont pick it up without the lounger being boxed. Today i have a roll of wrapping dropped off and expected me to package the large 2 man lounger myself. Then got a call from Kelly Conrwell, a very rude and unhelpful call centre manager who refused to put me though to escalate my issue. Cielo is very unprofessional! I have nothing but issues since trying to buy this lounger. Even buying process was a headache!