bad after sales/customer service

I ordered an Item(***)) from Takelot and used the option to collect from a depot near to me. when I opened the item at home, I found that it was a completely different item. i took it back to the depot immediately. this occurred at around 4pm on 31 December 2024. the person helping me with the return said that it would not reflect immediately because of the time of the day. I have since been in touch with them via email and it 10 days later and it was handed over to someone to follow up on the enquiry and today, I queried the status of the case and I was told the the issue will be escalated. this was supposed to be a birthday gift for 7/01/2025 and now we are at the 10th already