No collection as promised..for bad quality item

I received my order on the 28th nov and reported the next day via email that the one item was a professional hairbrush, but is is very bad quality and hardly any bristles in it and they are flimsy..it will never go through my thick hair and I wanted to return it and I did not use it. They offer a free collect and redelivery as stated on there TCs if you report it in 7 days..No one responded to my mail, i called and spoke to Patheka and the received a mail a day later confirming they will collect on 1st Dec..no courier came I called again on Monday 4th, they gave a different story that they had no confirmation from the courier.. I got a call in last week saying the courier collected my item how sould they refubd me?? I am so overwhelmed that they dont know whats happening at their own company.. I still have the item? I phoned everyday last week and spoke to moloko who also gave empty promises confirming the couriers are coming..So i ask how can you confirm they are collection and are not sure.. I phoned again late in the week and they didnt know what was happening.. and asked Moloko to call me back with an answer and please ask a Manager to get in contact with me because I am a very unhappy customer.. .. I had to make arrangments and wait allday at the address so I could be available for collections. I have waited 6 days everytime as promised..today is the 11th Dec and stilk no feedback or collection.. I spent close to 1k on my order, I will never purchase from Hairhousewarehouse again, rather go buy from their competitors as I have had excellent efficient service with them.. They also are not sticking to their T&Cs. They are expecting me to pay for the re delivery. I am very upset that no one has even bothered to assist me. I have wasted to much airtime calling them and 6 days of waiting for collection.. Its costing me more than the item.. I would have rather bought a better product at a different shop..