Very frustrated and upset !

I am so disappointed and disillusioned at take a lot. I have been using the company since they started at least 5 yrs ago...... I always receive my parcels in pristine condition....for the first time it arrived in an open box unsealed half open. As my daughter needed this fan urgently, I just took it to her. When she opened it with me, the control for the fan was missing and the booklet also. I then called take a lot immediately to inform them. The lady gave me a ref no, but nothing happened thereafter. She did not tell me to go online to return it. After 2 days, I then called once again to enquire what happens now, I was told I would have to go online for a return. I then have never ever had a problem with collections or deliveries, but recently there is a major problem. They call me when they are at the door, I am teaching and cannot answer the phone, they do not even bother to ring the door bell to find out I have 3 staff members at my home everyday, that all knew about the return. As how do you think I receive all my stuff in the past. Then I call everyday, it takes 20min for my call to be answered on the ***, only to be promised that they would collect before 12, I then receive an sms saying after 3. I will never order anything again from take a lot, as this has given me such a bad experience of ordering online. I would rather go into a shop choose my stuff and walk out......am so upset as I loved shopping online with take a lot. I cannot trust that the stuff will be delivered with everything in the box, plus now I cannot even return it without 400 calls to your company........ VERY FRUSTRATED AND UPSET !