Bad service

I requested an exchange for a bigger size ,it was collected and the consultant who logged my returned did confirm with an email that i want a bigger size, when it was received at the warehouse takealot ,it was only concluded and no new size was ordered .When i call customer from Friday no one could assist me i spoke to Tahirah and she said she will follow up with them why they have not ordered because she doesn't know why ,18/10 i called twice with no one assisting me