Takelots lack of customer service

After many years and even more purchases through Takealot, their actual lack of customer service shines through, as long as their systems work well they claim the accolades. I received an incorrect item in a recent order, since then their prioritization to remedy and lack of response to my questions about when the item I ordered will be delivered has been thoroughly disappointing. In business we expect issues or problems, these cannot be avoided, but, the way these are handled is fully in control of the organization and generally shows its true colors! Not only have they failed repeatedly to collect the product they delivered in error, but, they then asked for the same information sent 2 weeks earlier stating that they are unable to process their collection and if no response is received it will be deemed as the customer accepting the product! If their explanation is to be believed, they will not process the original order until they have collected and investigated why the incorrect one was sent, basically, their internal processes is more important than fixing their mistake, satisfying the customer or protecting their brand.