Collect and drop off my item

I always get good services from Takealot but this time around I’m blown away. I got my order and there was a part missing. Everyday since the 06.10.2023 the status is Collection status tells me they going to collect it. What is so difficult to collect and drop off? I don’t even know what to say as the supplier is in Jhb were I live. Now I’m looking like a lier to my nieces that’s here for the holidays. Please sort this out as that Chatbot isn’t helpful at all. I don’t want a refund just replace it please