Bad customer care experience

I had bought a Samsung LED TV from them in mid October of 2017. The tv has started making black marks on either side, so I went and logged a retun request to them. Their policy is that the customer needs to prepare the item for collection in the same state as delivery, which is fine, but with me being a wheelchair user it is abit more tricky than that... So I had a friend help me take it off the wall and place it in the box ready for collection.

It was supposed to be collected yesterday 14 March 2017. NO ONE HAS BEEN HERE TO COLLECT IT YET.

Everytime you speak to an agent, which some of them are rude and clueless by the way, you get told that they will speak to the courier vompany and get back to you...

Well needless to say I am still WAITING for the company to come and fetch the product after it has been promised that it will be picked up BEFORE 17:00, by the agents (I have proof of that on email)

if it takes this long to just collect the product how long will it take to provide me with a replacement product, which is what I want to happen?

Unacceptable to treat customers this way.

My RRN: RRN-b9e0-353b