Disappointing service from Takealot

I ordered and paid for a Christmas gift for my nephew on the 04th of December 2019.

The item was delivered on 13th December 2019. The item had defects and was not what was advertised.

On 15th December I contacted Takealot to collect the item and refund me. But that didnt happen, the item was never collected. I followed up but every time I followed up someone new handled the query and eventually a new call was logged on the 23rd of December. I am still struggling since then to get this item collected and my monies refunded. My nephew has gone without his Christmas gift and we now see that the item I purchased has gone up a R1 000. So I will not be able to fulfill my promise to my nephew.