We ordered a cellphone through takealot on the 18th of March 2022

We ordered a cellphone through takealot on the 18th of March 2022. On the 19th of March 2022 we received a notification that the package is ready for collection at their pick up point in Edenvale. We went to collect the package on the 19th, but when we opened the packaging at the pick up point premises. Instead of the cellphone ordered there was a fragrance in the packaging. We immediately logged a return request and asked that the item be collected at the pick up point. We have been struggling for 12 days to get the correct item re-issued. We eventually asked that a refund be issued as no item was received and we needed to purchase a cellphone desperately. I then revived an email devising that our return request has been cancelled by the takealot warehouse. No one at takealot can give me answers as to why the cellphone paid for was never reissued or why the takealot warehouse are not attending to our request for a refund to be issued. Their telephone consultants work from home and they themselves has advised that they cannot fix the issues until the warehouse responds to their email queries. I am frustrated and disappointed in the lack of service and communication. I am 4000.00 out of pocket and never received a replacement package or my refund requested. Gerrie Pretorius ***