Terrible customer service

Walk to collect item. As I leave, I open the box - item in box wasn't even close to what I ordered. Immediately turn around and take it back. Request assistance - get told to log return on app which we do. She suggests I ask for a refund as can't be sure my item will be in stock. I ask will I get credited the collection fee as well (as all this isn't my fault) Get told NO So change to request my original item be sent instead of a refund - (obviously different wording in the app) Lady won't take the box as return isn't reflecting on her system even though she just handed the wrong item to me So your company expected me to leave and then come back again when the system updated even though it was immediately identified as being wrong item - see how further inconveniencing me is all stacking up? I refuse to leave with the box and request to speak to a manager Warren parrots the same thing - warehouse messed up - and explains they can't take responsibility for the item until it reflects as a return So I ask then please change it so takealot must come to me to fetch it from me instead Don't think that could be done either so he said he'd keep it on his desk and log for me when the system updated Could be as he asked where I work and I work with someone he knows so to me this came across as a favor which I'm grateful for but besides that what if it happens to someone else? If I'd left and come back an hour later I can understand it could look like I swopped the item but the wrong item was sealed with the sticker on and I had just turned around. If there's camera footage you can see me start opening the box as I walk out and a few seconds later walk back in So there needs to be something in place for instances like this Mind you this is the first time this has ever happened to me with takealot so I really expected a company like yours to have better standards and options in place PS not a single person even said sorry. Joh come on guys I know mistakes happen but there's a way of interacting with customers to try and turn the bad experience around at least