Incomplete furniture and broken return process

After a huge delay, the furniture arrives incomplete and broken. I contacted them to return and after they insisted I buy packing material and prepare the goods for packing, they asked for ID docs - bank letters etc - then silence - no information about when the courier could come to pick it up _ I'm still waiting and I'm still out of pocket -And then it will take 2 weeks after it arrives at their warehouse before they refund the payment. These people are quick to take your money and slow to return it - when the furniture is incomplete and poorly manufactured