Horrible customer service

I bought a sand and water table which came missing the two screws meaning that the table cannot be set up. When I contacted the customer service they said they would first collect the item and then can deliver a new one. I cannot go to a store to change given I am 8.5 months pregnant with a toddler and a job. ELC has been only able to give me a 12 hour slot in a day to collect the item. Firstly, this is ridiculous because we all work for a living and I cannot be home for 12 hours but I have arranged for that day someone else to be in. They failed on collection twice already, not giving me a phone call either or any sort of notification. Almost three weeks later the item still has not been collected (hence I paid for a faulty item which is stil in my possession). The summer is almost over which also deems the purchase almost irrelevant. I am extremely dissapointed with the level of customer service from a big company like ELC and would not buy anything from them again.