TAKEALOT lies about their return policies

I bought a dog mattress online. Item was delivered on January 21st. I immediately realized that the item was much too big for my requirements, and on January 22nd requested a return, online. They quickly sent me an sms informing me that they will collect the next day, January 23rd. Since then, I have not seen anyone from TAKEALOT. I have called every working day since (today being the 6th day). Very friendly staff but none able to resolve the problem as I am still waiting for someone to collect the return item. How is this possible? Do they just LIE to you to keep you "happy" and hope you will eventually give up asking them to collect the return? Does anybody at TAKEALOT actually care about the customer?