Incorrect parcel delivered. Parcel collected but no replacement.

I ordered a scale from takelot and received an elephant, baby carrybag and nappy bag in stead. According to takealot they need to inspect the elephant to make sure it is not a scale before my correct order can be delivered. I am aware that mistakes can happen. What I do not understand is why takelot is not able to answer any emails or complete an enquiry. The incorrect items were collected, but no proof of the collection could be given. While the incorrect order was collected, the correct order was not delivered and I remain in the dark regarding the progress.