Bad Customer Experience and No Resolution to order not found

I've been a takealot.com customer for a while now, but I had to write about this bad experience.

I ordered a TV on special on the 15th Mar 2023 of which the delivery date was for the 17th Mar. On the evening on of the 16th Mar - (14h52) the parcel was shipped from the warehouse and in transit to the courier facility. Item did not arrive/delivered to me on the 17th Mar.

Late Friday evening at 21h52, delivery was scheduled for the 18th Mar. I cancelled all my plans and waited the whole day for delivery to happen. Mind you I did not get a "out on delivery" sms like I normally do. On Sunday 19th Mar, I saw that another order was placed with a different order number and the status said "not shipped yet". Called on Monday 20th to asked about this and was advise that the previous order was cancelled without my knowledge. Hence the new order was created.

On 19th Mar, 23h22 - under the new order number my parcel was again shipped from the warehouse and in transit to the courier facility. I thought maybe my order will arrive/delivered on 20th Mar. At 18h39 on 20th Mar, delivery was scheduled for the 21st Mar. Monday and Tuesday came and went with no communication initiated from takealot side. Its the 22nd and I was promised via email that my order will be delivered - however nobody knows where my order is.

For some reason after so many calls and escalations, no one can tell me what's going on or an way to resolve this expeditiously. One consultant said to me that the same happened to the new order as the last order, whereby it looks like the order was scanned out of the warehouse but the actual product never left. The consultants are saying that the product did actually leave the warehouse and that it is in transit - the contradiction is beyond me. So since 19th Mar my tv has been in transit and never arrived at the courier facility (branch). No one is able to tell me where my product is. I've been chasing my tale and I just have to be okay with that. The app is useless - cause nobody updates anything!!!

So after a call this morning, the one consultant I spoke to me said she got feedback from the performance team, and said that the product never left the warehouse, so I asked what are my options, she said I can ask for a refund or a credit to my profile, of which I said lets do the credit cause the TV is a good price and I cannot find it anywhere else for the same price. She couldn't process the credit and said that she'd come back to me. I called in to the customer care about 30 mins later and was told that the credit cannot be processed until they identify where product actually is. So I have to wait possibly another god knows how long for them to find the item which they couldn't do in the first place.

The fact that nobody knows what's going in the business is astounding to me. All these escalations which doesn't yield results. No urgency whatsoever, the money left my bank account and my monies are being held hostage by takealot cause they can pin-point where my tv is as a results of their own doing.

I honestly don't know what to do?