Deteriorating customer service

The service levels have decreased over the years and are a far cry from the days of Take2. I have lost count of how many times I have been told I was unavailable for delivery when there is always someone at reception and other couriers deliver just fine. I returned a R2000 item that is not what it is listed as and they collected it 48 hours ago and haven't updated their system or acknowledged receipt so I am now stuck with no product and no money so I cannot order an alternative. How is it that the customer service has decreased so much from the time that free delivery was around R250 per order and even completely free via the app?