Poor communication and service

I have ordered a stove from takelot and it was faulty. I logged a return. Usually Takelot picks up the return but this time it was an organisation called On Point, at first I was wary to let the stove leave the premises as they thought they were coming to pick up a coffee machine and not a stove! They have no documentation to give me to prove this pick-up. My online app, still does not show that the stove was collected. I phone the service centre indicating that the stove is in transit somewhere, the app still reflects nothing! The agent Hope then sends me an email stating that it was good to chat, my word, I want my query answered - not talk about the weather! I still do not know where this stove is, I have received no update as this stove is still travelling from somewhere to somewhere and not even Takelot can tell me why or where. I buy from them a lot, but this will now stop.