Return of refrigerator

I sent an email to a Hisense customer service agent, regarding the return of my refrigerator. The agent only responded a week later. Only to tell me that I need to wait for a form to be sent out to me before they can come and take my fridge. Till to this day I haven't received the form i am suppose to fill out. Their customer service is very unprofessional. I have gotten no progress whatsoever.