False promises

Bad service.

My mom bought a stove through your call centre and is now having difficulties. You honour your promises to get a sale and don't care about your customers after the sale. My mom has been trying to return the stove she bought for a couple of days now to no avail. Firstly, when she ordered the stove she was not advised of a delivery date and when the stove was delivered she was not there to sign for the stove and check if it was the correct stove she wanted. Now we are sitting with the incorrect stove. I read through your return policy and who is supposed to pay for a heavy stove to be returned via post office? That is completely unacceptable and unfair. Regardless of the reimbur*****t, we will not be able to do such. Secondly, she has been trying to reach your call centre and does not get through. So I then decided to try contact you and was called back today by Marcel Winkel who then advised me that as per company policy, she is not permitted to assist a third party which I understood so I requested that she please call my mother on my phone at 18:30 and she promised she would and never honoured that promise. You have a 14 day return policy but by the way things are going, we won't get assistance before then. Your service is disappointing as she relies on my help for such situations. Can she please be contacted and assisted. If it had been communicated of estimated delivery date we would not have this issue as she would have been home. It's unrealistic for us to return this stove ourselves as there will be too many expenses incurred.