Nightmare experience

I ordered some expensive items on takealot (order no. ***3). I personally collected my order on 10 Feb. from the Faerie Glen pickup point. When I got home I opened the box and found that they have sent me completely wrong items. It looks like I got someone else's parcel. I notified them immediately (ticket ref ***4). I waited 24 hours and did not get any feedback. So I logged a new ticket the next day (ticket ref ***3) and another ticket 2 days later (ticket ref ***4). They eventually asked me to send photos, which I did. It is now 17 Feb. and I still don't know if / when I will get the items I ordered. Their communication via the email ticketing system is terrible. I wish someone could just give me call and tell me what the hell is going on.