Takealot.com: Useless when they mess up an order!

Takealot.com is useless when things go wrong with an order. I ordered an item 12 days ago and paid near R2 000.00 for it (plus R100.00 for "express delivery") on the same day. On 23 May they delivered the incorrect model which was a cheaper, inferior item to what I ordered. I immediately logged a return request on their website. They scheduled the return to take place on 27 May 2020, and that is where all progress halted. Their website still reflects "return scheduled", not that the item has already been collected. I have still not been refunded and there is not a soul one can speak to as their call center (which could have opened under Level 4 of the lock-down already) is still shut and being used as an excuse by their online staff who sometimes respond (one let me know they do not have stock of the item I paid for?????), but only with promises of progress, ZERO actual progress. I need the refund as I still do not have what I need. I do not trust them to deliver a replacement as they will just mess up the order again ... why show something as available on the website and take payment for it where there is actually NO stock available? This is pathetic service. The returns reference number I was quoted by their website is RRN-4daf-2679