Where is my order

I have placed an order through takealot online ever since I have used takealot I have never had such issues and such lack of professionalism. I placed an order and had to pick it up at meadownlands soweto when I get there the item is not found and left without the parcel and on my app is shows that my item has been collected because the qr code was scanned. The takealot team in Soweto contacts me with explainations which dont make sense and asking me to call the customer care for their fault. Please assist and very disapointed in such poor services. order: ***8