Misleading information or lies from Customer service?

On May 27 i ordered a fan from HSN it was delivered on June 3, unfortunately the pole that should keep it standing is de fective, it does not tighten therefore it falls on itself, which makes it useless, so I immediately called cs because there was no prepaid label to send back, I was told that because it was defective i would be send by mail a prepaid label, I never received any label, To make a long story short I called another 5 times and was told that maybe that label got lost, to expect it in the mail in 5-7 days, nothing ever came in the mail, last week because time is running out I called again this time i was told to expect UPS to come pick up the defective fan, with a prepaid label, I stayed home just for this, cancelling many doctor appointments i had, because i live alone in a rural area, i’m not going to leave the fan in front of my door for someone to steal, by the way the last cs I spoke to suggested i leave the package in front of my door, I waited and waited but no one has come, this morning i called again I hope it’s my last call, and was told many labels were sent out, and that UPS does not come to pick up packages that are returns. Why does customer service lie? having a customer wait and wait? the latest now is that they are sending out by mail another prepaid label, which i should receive in 5-7 days if I don’t I suggested I’ll pay for the return granted I’ll get a refund, i was told HSN would give me a refund up to 20 what about if it’s more than that? but besides all this why should a loyal customer go through all this, because something is defective? why have people interrupt their lives [ like cancelling doctor appointments] for nothing. I feel very let down as a customer.