Unprofessional and inefficient service

On 3 June 2023 I ordered two Smart Thermos water bottles from Takealot. One being black in colour valued at R139 and one which was navy valued at R149. On the 12th of June my package was delivered. Upon inspection of the flasks, I noticed that both bottles were black in colour. However, the one flasks packaging barcode was labeled "navy" yet the bottle was not navy in colour. I immediately logged a return with Takealot and dealt directly with a female by the name of Zaakirah who was attending to the return of the item. She informed me that the Navy colored bottles were no longer in stock therefore they cannot return the item, all they can do is generate a refund in the form of credit to my takealot account or alternatively to my personal bank account. I thereafter inquired whether it may be possible for me to retain the black bottle and I be credited into my bank account the difference between the two items. She informed me that their company does not allow such transactions. I thereafter requested her to process the refund into my bank account rather. I emailed her all bank account details and all relevant information to process the transaction. A couple of days later, after receiving no feedback from Takealot with regards to the progress of my refund, I decided to check my Takealot app. I noticed that my account had been credited with an amount of R49. I immediately contacted Takealot however, they were of no assistance. I attempted to explain my matter to various representatives of the company, and to name a few, Nadia, Nthatile, and Sesethu. But none were able to assist me with the matter. A while later I was emailed by Sesethu informing me that the remainder of the refund balance was generated into a coupon for my use on the Takealot app. I attempted to contact her via email and telephonically however I received no joy from doing so as I was only left more frustrated as every time I dialed the Takealot number, the representative would answer my call and thereafter the call would just end. I thereafter tried to contact the company telephonically in hope that I would be assisted in putting this matter to rest and gttting my refund finalized. I was thereafter in contact with a lady by the name of Peggy who advised me that she will escalate the matter to her superior, however, she also advised me that the Navy Thermos water bottles are now in stock and I may purchase same. Bare in mind, that the bottle is valued at an amount of R149 and if you are fami**** with Takealot, you would be aware that you are required to purchase for an amount exceeding R500 in order to qualify for free delivery. I inquired from Ms Peggy who would be liable for the delivery costs, she advised me that she will inquire from her superiors whether same would be waived. She contacted me later that same evening advising me that the delivery costs will be waived for this purchase. I thereafter confirmed my order. As the matter stands, today being the 26th of June, it was scheduled as a delivery for my return item. However, I was informed by Takealots delivery team that they cannot proceed to deliver the item without me paying the costs for the delivery despite me informing them that it was agreed with one of their representatives that same will be waived. I even have proof of same in the form of an email, however delivery was outrightly refused. I find this totally frustrating and very unprofessional. Takealot has a tendency of sending incorrect items of alternatively not sending the item at all. This has been the trend lately. Despite the inconvenience and frustrations caused on my end, it has been solely my duty to follow up with regards to the return process. Not one of the representatives have the courtesy of calling you back or returning your call, as on one occasion I requested Ms Sesethu N to call me back, I still await her call until today. I had to make numerous telephone calls to their offices which cost me due to their incompetency and unprofessionalism. Unfortunately, Takealot is not as efficient in service as they were a few years ago. Recently every single order of mine was done incorrectly and I thereafter have to face the burden of the return process which I find completely unacceptable and would be very reluctant to purchase from them in future.