Passing the buck

Good day. I have an issue and no one is attending to it promptly. I bought an item, returned it and my return was declined. No problem I understand. My issue is that now my purchased item has not been returned to me and Takealot and the courier are passing the buck. I have been told stories of floor searches etc and each time I am the one that needs to initiate the conversation as to where the whereabouts of my phone is. This purchase was made on Black Friday, 23 November 2018 and now we in the new year and my return has still not been processed. I honestly don't understand the level of service you provide to your consumers. There has been delayed emails back and forth but not so much as a phone call