Shocking customer service from returns department

I’m very disappointed and unimpressed with the customer service I have received from you to date.

On 20 January 2023, I logged a return for my AirPods as they were faulty. The return was finalized on about 20 February 2023 where it was confirmed that the AirPods would be replaced. On 22 February 2023, I received the AirPods however takealot had sent me the old AirPods and not the new replaced ones as previously agreed. I logged a ticket and was advised to log a return where a refund would be processed. On 22 February 2023, a return was logged. The return was collected and received by your warehouse on 24 February 2023.

I have now been advised that despite written confirmation that a refund would be processed, the AirPods that were sent back need to be sent to the service provider to be checked, despite having already been done so and having received confirmation that my AirPods would be replaced. It is now 7 March, almost 2 months since the original return was logged and I am no closer to any resolution.