Collection of faulty item (takealot)

I have bought a Jeronimo Fast Car for my son. It is now faulty, I was promised that they would come to collect it. The consultant was helpful, the problem is with their couriers. Here's what i see when i track my return.

Date Time Status 2018-08-30 17:49 Return requested 2018-08-30 17:49 Eligibility confirmed 2018-08-30 17:50 Collection scheduled 2018-09-14 16:45 Collection cancelled 2018-09-14 16:45 Return cancelled 2018-09-14 16:45 Return concluded

This is the second time they do this to me