Takelot - care-a-nothing

I placed an order last week to have it in time for my husand's birthday tomorrow. The order was delivered on Tuesday but one of the products were the incorrect product. The lable was the correct product but it was not the same as the actual product. So not my fault, I ordered the product to have it in time and they delivered the wrong product. I called the call centre and spoke to Sibongiseni.M. He assured me that he would see what he can do (after speaking to his manager) and get my item sorted if possible. He would try his best and escalate my query to his manager. Also, he would log the return on my behalf and send me the ticket - within 10 minutes of the call. I followed up hours later - no ticket received and no refund logged. I followed up again as I was unsure if I needed to log the retun (even though he was going to do it and escalate it to his manager). About 10pm he asked for photos of the product and label. I sent this yesterday morning before 7am. No further feedback. I rep**** to the previous message in the afternoon to get feedback and somebody else phoned me back just after 5pm. She would follow-up and let me know (if it was by her shift end - which is also ridiculous- surely a person can hand over an outstanding query or escalate it). No feedback to date. No feedback unless I follow-up. No refund logged to date. Needed the product today. So disappointed in this terrible and uncaring service and empty promises. On something that their fault - not mine.