bad customer service

I ordered a couple of items from takealot, one of them was a 65' uhd Samsung curve. To my surprise the tv was cracked. I logged a return call on the 20th of November 2018 and was advised it will be collected on the 23rd of November 2018. I had to take off work but takealot(sky-net) didn't arrive to fetch the tv. We have then called them again and sent them countless emails on the 24th and they said they will collect today the 27th of November 2018, We had to take another day off work but no one has arrived. we have called them again today but no one can give us an answer what time skynet is going to arrive . I cant take this anymore. can some from takealot come fetch they're product and refund my money.