Return - 21 Day Promise (Lie?)

On 12 September 2019 I logged a return for my JVC LED as it stopped working. I bought it in January 2019 so the extened warrenty period is still valid.

I received an confirmation email and SMS that it will be collected on 16 September 2019 before 5pm. After 5pm on the 16th, I called them to inform them that the collection didn't happen.

The agent said he will call the courier and re-arrange the collection and that he will send an email confirmation on new date.

On 25 September 2019, I received a missed call with no voicemail from takealot. I then received an email from an agent stating that I must confirm when the collection can be arranged for.

I rep**** that I am in Cape Town until 1 October 2019 and the collection can be scheduled for then.

The agent rep**** that the previous return was cancelled and I must open new return closer to new collection date.

This is not acceptable as takealot has a 21 day return policy promise - "but our 21 day promise ensures that once 21 days have passed from the date you logged your return, we will automatically credit/refund you the cost of the item."

I then arranged that the collection can still happen on 26 September 2019, to assist takealot with resolving this return.

The agent created an new return with new reference number.

This was all done to recover the two weeks (almost) of incompetency from takealot and to try and avoid the 21 day promise being enforced.