Takealot certainly taking a lot while providing terrible service

I ordered an Apple Watch 4 on 3 November 2018 and paid by credit card. The estimated delivery date was 9 November, but I actually received the delivery on 12 November. No problem wiht this. BUT... instead of delivering the R8,600 Apple Watch, I received a cell phone cover!??

I logged a return on the Takealot system on the same day and requested replacement. The timeline I was given was: 24 hours to check eligibility, and collection then organized. Then 1-2 days after collection to inspect the return, and 1-3 days for credit or replacement. What actually happened was pathetic: I was asked to identify the incorrect item, after which I received an email on 14 November confirming that collection has been approved AND THAT A REPLACEMENT ITEM IS IN STOCK. On the same day I received another email, indicating that no stock is available, and I will be refunded. (?)

The package was subsequently picked up on 15 November, and I received a confirmation by email that it will reach the warehouse within 2-3 days, after which I will be contacted.

When no refund happened, and nobody contacted me again, I enquired by email on 26 November and received a reply on 27 November that they expected the returned package to reach the warehouse that day (12 days after being picked up!!) and that the refund will then be processed.

Once again, nothing happened. I sent an email again on 3 December, also asking for a telephone number to actually speak to someone. The reply on 4 December was that the issue will be 'escalated'. Later on the same day I received an email indicating that "the order is on its way back to our warehouse" and that I would be "advised accordingly" as soon as it has been "received and evaluated".

This is ABSOLUTELY UNACCEPTABLE! Takealot delivers the incorrect product, and then manages their mistake in an arrogant way that clearly shows me that their customer is not important at all. They refuse to provide me with a contact number to be able to discuss this, and instead reply with standard meaningless emails, promising to "advise accordingly", whatever that means. Clearly there is a problem if the return, which was picked up on 15 November still hasn't reached their warehouse, which they must attend to. BUT IT IS NOT MY PROBLEM and they have no right to keep postponing the refund of my R8,600.

I have shopped at Takealot numerous times, but will never do so again, and will go out of my way to inform others of the shocking service I received. I am very disappointed.