Poor Customer Service. No such thing as 'Hassle free returns' Missing Laptop

I logged a return on the 1st Dec. The item 'a laptop' was collected on the 2nd Dec. The item was evaluated and the return was concluded on the 5th. The outcome was declined as I failed to provide a password in time. I missed their calls due to loadshedding. I then called takealot on the 6th the consultant logged another return and it was aggreed that the laptop will be returned to me on the 7th Dec to remove the password and that I was to log another return. I have not received delivery to date and it is the 10th today. I called the call centre several times however no one knows whats going on. Is the item missing? I need it back or my money back. I have a ref number 'MRRN-K8EYR-YMP8' I last received feedback on the 6th. Please return my laptop to my residential address or pay back my money!!!! It is a Dell Inspiron Laptop and I paid R9k for it.