No delivery and have to beg for refund!

On 07/12/2020 I ordered some things on takealot to use over the holidays (order number ***6), the expected delivery date was 14/12/2020. On 14/12/2020 my order was still not delivered, so I decided to contact takealot on 15/12/2020. I spoke to one of their consultants (Craig Geland) and he advised that he has escalated my query to the relevent department and said that my order will be delivered on 17/12/2020. I received no order and sent an email on 17/12/2020, Thembi Ntlahla responded to my email and advised that my query has been escalated to the relevent department. I received no feedback. On 18/12/2020 I received an email from Deney that according to the couriers (Fast and Furious), my order has been scheduled to be delivered on Monday 21/12/2020. On 21/12/2020 I phoned takealot and requested a refund as my order was not delivered and I will have to purchase the products at the store, Craig Geland said he will do the cancelation and refund on the same day. I then received an email for a replacement order, which I didn't request, the order number is ***0. The order went out for delivery on 24/12/2020, on 29/12/2020 (today) I sent an email to please cancel the order as I no longer need the items. Hopefully I will get my money back, otherwise lodge a formal complaint at ombudsman.

I don't know who is at fault here, but so far I am an extremely unsatisfied customer and will think before I buy on takealot again!