hocking service and returns policy for large appliances - BEWARE

Shocking service and returns policy for large appliances - BEWARE. We purchased a new washing machine online and received the machine the next day. Up until now we have never had issues with takelot and we were happy it came so quickly. Unfortunately after unpacking and installing the machine, I noticed that the plastic door had multiple deep scratches on. It was not noticeable at the beginning at we kept the adhesive plastic on until the very end (to prevent damage or smudges). I then placed an order for refund. At this stage we were annoyed - it was quite a hassle to now go through the process of removing it again, replacing the old machine etc - but luckily takelot ensured us it would be picked up the next day. When the 2 men arrived to collect, they gave the machine one look and said they can't take it because it was not wrapped. What do I know about wrapping large appliances? Not only is it bulky and heavy, but I only have the materials it came in. Of course we were livid - not only had we gone through all the effort of installing the machine, then having to remove it and having the inconvenience of returns / waiting for the new one / having a machine not being used standing my kitchen full, but now we also have to deal with this ridiculous policy. I contacted takelot's support site. The first agent was rude and hung up on me. The second tried to assist me, saying it would be collected the next day. At least we were getting somewhere. I then tried my best to wrap the machine up again. It took 3 of us and multiple materials but it looks pretty solidly wrapped. Then the morning of the scheduled collection, I received an email from a 3rd agent stating that they are not sure now if they will be collecting today at all. His last message said he would 'let me know'. I am still waiting for a response hours later. I have purchased many products through the years from takelot and never had a problem. Large appliances are obviously just to much for them to handle. I have read multiple warning reports on HelloPeter now of people who had the same experience as me. I just wish I had read it before hand. Rather buy elsewhere. I know I will in future.