Shocking Customer Service!!!

Absolute shocking experience with Takelot.com lately for my last 2 purchases.

ITEM 1 was returned on 2 January 2024 with the reason "Item does not meet my expectations". The return was declined after product evaluation. When I called the call centre, I was advised that the item was not faulty and the item was returned to me. I have been in contact with the call centre and also on Facebook to explain that I DID NOT state the item was faulty and that I would like to return it as per the published returns policy on their website.

10 Days later and I am getting nowhere with having this item collected and credit passed.

ITEM2 - order placed, paid for and received, but the wrong colour was supp****. I logged a return and the item was collected on 19 January. 5 days later, and the website still shows item collection to be scheduled.

What is going on with Takealot customer service this year?