Poor service

Takealot is now taking advantage of me , like i've been a very loyal customer to these guys but their service lately is just unacceptable more especially when it comes to returning products ,last week Friday I requested to return an order which they told me they would collect on Monday and they never did no communication nothing till I decided to write them an email which they responded that they will assist me but it's been another 2 days now they are just quiet and its frustrating because I needed that product to be replaced before the 18th since I had bought it for someone as a birthday present