Pathetic and unprofessional Service provider

My wife and i bought a Samsung Sound Bar Q60T on takealot via fnb ebucks and on delivery we realised that the sound bare have a Bluetooth buffering connection problem and we decided to return it back to Takealot, they sent a courier to collect it, a week later we learned that the collected sound bar was sent to Samsung cellphone repair shop instead of the correct one, on collection they then sent it to the wrong service provider somewhen in Cape Town from Johannesburg. i have a feeling that they are trying to frustrate us so that they can end up saying they cant trace it anymore or it has disappeared, this type of service displayed thus far is very unacceptable and unprofessional, if they are struggling they must just exchange the sound Bar or refund us our money.