Poor service from Ottery Hyper

My tumble dryer was problematic within the 6 months of purchase. I have contacted PnP numerous times as Defy guy would call and not call again to set a date and time. PnP does not follow up, they wait until the next time I call. They won't accommodate me coming home at 16h30 (not all of us can leave work early). They want to take my tumble dryer away and I told them that it is my only means of doing my laundry, living in a flat so I cannot go days without it. They just ignored me since. Why can they not make Defy meet me at 16h30? I told them ito the NCA I am entitled to a refund if I am not happy with the product. They are ignoring me completely. I have bought all my kitchen things by them. That mistake (due to after sales service) I will never make again.