Return not collected since it was logged on the 14May 2020

I have logged a return on the 14/05/2020,even today it is not resolved, everyday I receive an email to say they will collect it today before 5pm, but no one come to collect it, when I query, they always tell me that they escalated the query but nothing is happening, please help, I have no where else to report this matter, I am tired of takealot empty promises