Takealot sent wrong package and now it's my problem and they have no interest in tracking the right order

Takealot truly wants me to be a 'Karen' yaz. Let's get this straight. Takealot sent 2 packages, 5 days after purchase. One was correct, and the other was not. I did not know how to return an item I did not purchase, and so not only did I make Takealot aware of that, I asked them how to return the wrong package. That whole conversation took 6/7 days because of their slow response rate. I still did not get clarification on how to do this. But I realised that there was no attention given to my query because I kept getting asked to share my details, over and over again. So that means no one actually paid attention to my query. All they had to was read past communications. I should have actually seen then that I was never going to get help. Unfortunately, I lost a very close relative, so Takealot, I thought had time (cause I was admittedly, becoming too communicative on a more than regular basis) to understand the contents of my complaint before advising me on how to go about doing what I asked. Again, I admitted I did not know how to return something I did not order. Hence I came to Social Media for assistance. Finally, I get contacted for collection, unfortunately, it was short notice because 2 days later (the day they selected) I had to be at work after taking family leave. Because it was short notice, I asked them to reschedule and I'll ensure I am home. Great. I'm at home on that day, to make sure I am there when they collect. That day was especially quiet so I would have known if someone called. Gidli gidli I get an SMS from Takealot stating "We tried to collect your Takealot return but couldn't." So, they "will reschedule". I mean, they could have at least tried to call me first to check if I was home - because we both agreed for that day. They never called, not once that day to collect. So now, more days go by. A few weeks later finally the wrong package is collected. I have been following up on what is happening with my package, the one I purchased, 'what's the status of that?'. No one can tell me anything. It's almost the weekend, and I am in the same spot today as I was on Monday, and as I was last year. I'm very concerned that I will get told by Takealot that I should have done "this and that" and as a result, I won't be assisted - not that I was ever- and they'll be completely fine with avoiding any responsibility like in that email I received today. There was no solution in that email Takealot sent earlier today. No plan was mentioned on how they'll track my order, or if they will fix it, or even give me a refund - NOTHING. Just a very ****y "well it's your problem, you should have read the terms" message. I don't know what to do now. How can Takealot get shocked when some customers claim something ********** is happening. I paid for 2 but got one, and there seems to be no plan on how to assist a paying customer on getting everything they paid for. What good is Social Media, when I can't even be listened to and understood in order to be helped? Not only was I told that the package I did not order has been declined, Takealot is asking me if it - the WRONG PACKAGE - has come back to me. So now, Takealot does not even know where their wrong package is. They did not track it. This means no one at Takealot can track the correct package either. I received a kinda arrogant email from Takealot alerting me that "If we accidentally deliver the wrong product to you, or if the product is not as described on the Website, please notify us within 7 days of such delivery/collection by logging a return on the Website." Again, I admitted not knowing how to do that because that's never happened to me before, hence I came to Social Media for guidance/help. This to me is weird, because I returned broken/faulty items 2 months after purchase and had the option of either replacing them or getting a refund. So how is my getting the wrong package my fault? This is why I alerted you guys as soon as I got that wrong package and asked for help. So, to date, I still have only one package, but paid for 2. Where do we go from here Takealot?