Takealot ordering is slick but returns drag your name through the mud

Ordering and getting items is usually flawless until it's Christmas and then everything is either delayed or the staff contradict each other. Knowing that Christmas time is usually quite a problem, I bought a pair of motorbike gloves for my son as a Christmas gift in November, however the 'XL' stated in the order and the packaging does not fit his hands (usually an XL) so I logged a return that the item was defective which was approved. When I get to the Richmond depot to return the item today, firstly they had to go and find Byron to assist the customers in the returns while two other staff members didn't even acknowledge us while they were packing behind the counter. Once Byron had taken his time to get to the front and log into his machine, he said to me that the item wasn't defective and that I must phone customer service to resolve the return. I asked him why my return was approved and he said that only Customer Service can answer that and they would have to deal with the supplier. When I expressed my frustration about having to run around, he said that Customer Service would arrange a pick up. I know from previous experience that takealot does not do pickups for items less than R500 but Byron insisted that Customer Service would help me and gave me two phone numbers. I've been holding on for 10 minutes now and just got disconnected. Takealot, your ordering process is amazing, but your returns process and people are shocking! I don't know how to return obviously incorrectly sized gloves that I bought with faith in the Takealot brand - not the supplier. Taking on suppliers that work on 'alternate' sizing is not conducive to a good brand experience. Front line customer service staff that work off different processes or different understandings is also damaging your reputation. I have sent a form request for assistance with this matter but still no response.