Takealot's service is rapidly declining

Takealot has always been a good company but their service started to decline rapidly lately. I bought an item about two weeks ago that was delivered incorrectly. I am trying to return this item but after several emails and calls, it is still unresolved. Basically, Takealot requires that an online return request must be logged, but their system doesn't allow a return on this item, it states that it is non-returnable. Try and explain this to their call agents.