Poor customer service

Based on my experience on the 6th May 2015 requesting a pick up for goods to be returned.i sent an email regarding poor customer service i received whereby an agent dropped the call on me as well as yawning over the phone not sounding professional but half asleep .the point is they were not helpful at all and i was calling from my cellphone and it seemed like they did care whether my airtime was running out because of how long i was placed on hold knowing that i'm using my cellphone .the agent advised she would arranged a pick up ,i then had to ask all the questions how doe this work and what i need to do ,i was just frankly told i need to wait for a call ,she was not i control over the call and did not give me direction as to how this works and what steps are to follow .i then called home choice today and spoke to Mandy who advised me that there was never a pick up arranged .how many customers must experience what i did because of agents not doing there job . i have been a customer like forever and now i feel like returning my goods and no longer buying at home choice .please address your agents and i would like feedback.