Please help, Takealot is keeping my items hostage.

I have never had issues prior with takealot until 2 weeks ago and has been given the runaround. Half of my order wan't delivered and 1 received 1 incorrect item in a box. I logged the query and was told that they are investigating. Since then I have received many request via email to provide information which I have done and never given any answer as to when I will receive the outstanding items. They then asked me to drop off the incorrect item at a point which is 3,5h from my home. I explained that it was not the right solution and asked if they can pick it up with a delivery that was due and didn't receive a response. Now they are asking me if they need to cancel the return or which solutions do I prefer and also asked if I was the once who agreed to the drop off in another town and I said no. It has been over 2 weeks since this started and I don't understand what their issue is. PLEASE HELP!!!