Poor customer service from Takealot.com

I recently ordered a digital kitchen scale on Takealot.com for delivery. A week before the delivery date, I get a text saying the parcel will be delivered the next day. I called the Takealot.com call centre (ref ********** ) to ask if I can collect the parcel at their pick up point as I wouldn't be available during the drop off. The consultant and the supervisor refused to allow me to collect even though the parcel was already at the pick up point. When I asked why, the answer I got was that they "had to give all couriers a chance to deliver". They even said that if I'm not there it's fine, the parcel will return and only then can I pursue collection. I dont get it, it shouldn't be such an issue. And it doesn't even make business sense. I'm happy that the parcel was early but if I'm not available on the day and further offer to collect - it shouldn't result in me having to escalate it to JHB before someone helps (which I eventually did). The issue was resolved in no time thanks to Phumza Mbhele ref ********** . To add salt to the wound, the scale wasn't even working. Now I have to return it. Poor poor poor customer service, with a not at all helpful staff at their call centre. Thank heavens I escalated it to the JHB customer care else I'd be arranging a second attempt at delivery of a faulty scale right now!