Missing Christmas Tree with no refund

I called the Takealot customer line on 7 June to find out if the Christmas tree I bought was still within its return period. They confirmed that it is and logged the return for me. The collection was then scheduled and collected on Tuesday, 11 June. I then received an email on Thursday, 13 June saying the return has been cancelled as they tried numerous times to collect the tree but failed and that I can create a new return ticket. I responded saying that the tree was collected 2 days ago. They advised on Thursday that the matter will be escalated to the correct branch. I have sent numerous follow ups and still don't know what is happening. How can a 2.1m Christmas tree be lost? There is clearly a break in Takealot's internal process if they do not know that their driver collected the item on 11 June and they cannot located the tree. Till today, I have still not been refunded. I even took a photo of the car with the number plate of the driver who collected the tree and sent this to Takealot. Can the drivers whereabouts on the day of collection not be tracked?? I am extremely frustrated with Takealot as I no longer have a tree nor do I have my refund!!!! Please rectify this issue asap!