unprofessional takealot

i bought a headphone through a 3rd party company,but used takealot as delivery. the product has become defective and i have a 1 year warranty, then i went onto my account for takealot to log a return query. takealot advised they would pick up the product today before 5pm and nobody has come and i have tried to call there call centre no numerous of times today, but no reply kept waiting for mins on mins. unacceptable customer service seriously.