return process not communicated correctly

I have bought Belmont three piece bedroom suite and it was delivered on the 14/09/2018 after the delivery i realised that this is not what i wanted, i then went to return process and follow the text process on the 15/09/2018. i received automated response stated that they will call me back in 24 hours till date i am still waiting for call back.i called home choice on the 17/09/2018 and they told me that they will send somebody to come and collect the furniture. on the 21/09/2018 they only send the assessor and the assessor mentioned that the cannot collect the furniture as they are not the assemblers. i must still wait for assemblers and collectors. and return period is 14 days.The call centre agents cannot tell me when will the collection be done, as i need to arrange somebody to be at home. my concerns is home choice does not provide sufficient process flow for returns. 1 misleading service level agreement of 24 hours call back after texting 2 Return process not communicated 3 No information on couriers scheduled dates on consolidations as per areas