**** at Takealot on Cell phone deliveries!

Please be careful when buying a phone on Takealot. I ordered a iPhone on Takealot following the theft of my old phone. The order was placed and paid for with a voucher from the insurance company. The cost of the iPhone was R11999.00. The order was placed on the 4th November 2024 and was advised that delivery would take place Tuesday the 12th November 2024. The parcel was delivered on Monday the 11th November 2024. When I opened the parcel, it contained a bottle of Nivea cream. I then logged a return request on the Takealot platform and was given a return request number. The reason for the return was "Wrong product delivered/ Completely the wrong product. I then contacted Takealot on the 12/11/2024, 15/11/2024, 18/11/2024 to try and follow up and was passed on to different people at Takealot and every time had to explain again what had happened. On the 25/11/2024, a Takealot driver come to collect the Nivea cream. He then stated that this was a big problem at the Limbro Park warehouse as many phone were being swopped out and ******. I then received an email on the 27/11/2024 to state that my return had been denied as the submitted reason was Product no longer required and it was stated that the footage shows that the correct product was packed. I then responded on the 28/11/2024 with a photo of the order which clearly shows the order for the iPhone 13 and not the Nivea Cream and have heard nothing more from them. So what happens now. It is impossible to speak to a manager or anyone at Takealot that can help with this matter. So no action, apology, refund or way forward. Does this mean I have lost R11999.00??? Please help!