Poor Service

I need to return a faulty purchase, so i booked it on the system for collection. The person collecting never arrived and the call centre said they could not help us until 5pm, and after that there was never any feedback. getting through to the call centre is a nightmare no matter what the time, you hold for anything from 5 - 10mins. this is very unprofessional. it should never be easy to make a purchase and extremely hard to return and replace a bought item. what this tells me is that you do not want us to return faulty goods.