Takealot Returns Department Not Doing Their Work

On the 9th of July 2022 we ordered backpacks for our 2 children. Takealot made a mistake and sent us the wrong size bag. I've booked a return on the 12th of July to send the bag back. On the 13th we took it to the Vereeniging Dropoff point. The staff at the drop off point told us they can't find the return on the system. I then phoned the returns department and they told me they are still investigating and checking stock. Today is the 16th with no result. Everytime we phone the returns department they have the same story. It is impossible not to know if there is stock available for a swopout in 4 days time. By now they are suppose to be able to tell us if they can swop for the correct bag or give a refund. See names listed of all the support guys working on the case with no result. Fikile.D, Kim.G, Tashriq.B, Rabia.P