TERRIBLE COLLECTION DRIVERS

I have been ordering from Takealot for a good couple of years. I have been returning faulty products as well, with no hassles. 2 weeks ago, I purchased a sleeper couch for my mother for her birthday tomorrow, last week we saw that the couch is pulling loose on the seems, we logged a return on takealot, the return collection was scheduled for today, this morning a car came to collect the sleeper couch, they obviously then realized it is not going to fit into the car and they said another van will come at 15:00 to collect. Those drivers that came at 15:00 are EXTREMELY UNPROFESSIONAL, they refused to take the sleeoeer couch because it was not wrapped. I mean really, it was wrapoed in shrink wrap, when we unboxed it, we cut the shrink wrap open and tossed it away, you cant re-use shrink wrap?! I tried to explain this to them, they refused to understand and gave me as the client terrible attitude. Eventually after alot of arguing they took the sleeper couch. I am so unhappy with the service I received from those drivers. After being a loyal client for so many years.