Frustrating and disappointing returns & exchange process

On 2 September 2020, I ordered two items from Takealot. A package was delivered to me on 5 September which contained wildly different items than what I had ordered. I logged a return request the same day, and a consultant contacted me to provide further information, which I promptly provided. The exchanges were approved and I was informed that the items will be collected. After a few days, I had to follow up as to when the items would be collected, and a collection was finally scheduled for 9 September. On 12 September, I received an update that my replacement order "is being processed". Only one of the two items was subsequently delivered to me on 14 September, although the returns for both items reflected as "return concluded" on my Takealot account. On 16 September, I again enquired as to when I can expect delivery of the second item, to which I received an automated acknowledgement of receipt, but have thus far received no further communication in this respect. I have complete understanding for the fact that mistakes happen, but I expect Takealot to take ownership of the mistake and to do its utmost to resolve the matter timeously. I am very disappointed in the poor customer service I have received in this matter, especially as I paid for an item which I have still not received almost three weeks after having placed the order.