Clueless about customer service

Takealot normally does a good job around transacting & delivery but once something goes wrong they are incapable of dealing with their own mistakes. There are (still) no clear processes around raising issues and the follow up with regards to those issues is just pathetic. They were late initially late on the delivery and sent me an updated text message that I would be getting my parcel by 19:00. I waited and nothing was delivered. I checked the app and according to the app it was [delivered] (clearly to the wrong place). I called but I was told to use the help form. I submitted the form and nobody rep****. I phoned in the morning but still no resolution. All the customer center agent does is send emails and hopes something happens. I have to follow up myself and no initiation is taken by takealot. I'm trying this channel to try and get someone's attention to try and resolve my query. I can't believe this is so bad.