Takealot is refusing with my refund while they delivered a wrong product and now I want a refund

I placed an order on 04 april 2024 ordering a Cricut joy machine costing R3290 order #*** . The delivery was scheduled for 22 april which I didn't have a problem. On the delivery day I wasn't at my workplace and my colleague picked it up and realised it was cleaning cloth inside... I logged a Return and it was collected on the 25th of April. Return ref no: MRRN-4JXY-QWWR... Ever since then I haven't heard from them regarding my refund.... Everytime when I call their consultants keep on saying they are escalating the issue since 26th of April.... When I ask about my refund they always avoid it.... It is not my fault that their warehouse people packed the wrong item... Why am I the one suffering... Their consultants now drop the calls whenever you want to understand more since they seem not to have any knowledge of my order.... I feel ****med by Takealot