Wrong order sent and hassle just getting a refund!

Order #***

25 June - I placed an order for three items: A book, a makeup pencil and a water bottle. 29 June – One of the three items were delivered, plus a box with items that were not for me (shoe lace, nail polish and mascara) 1 July – I called the Takealot call centre to notify them of the incorrect delivery. A gentleman said he would email me the steps to follow. No email was sent 2 July – I Google the process which states to log a return for the items that were not delivered. I managed to log a return for the water bottle, but not the makeup pencil as the system said the item is not returnable. I tried calling the call centre, but keep cutting cut off. I also messaged Takealot on Facebook, along with photo of the incorrect items, but there was no reply. Shakeena from Takealot sends me an email based on my call that was cut off. I asked her to arrange a collection of the incorrect items and to deliver the correct items, as I don’t want a credit. 3 July – Takealot sends someone to collect the incorrect items from the address it was delivered to. Correct items were not sent. Refoe emails me afterwards saying “A return not as described was logged under MRRN-O6XAG-NKPZ for our returns team to assist you and then you will receive a SMS notification from our courier team with a collection date.” I rep**** saying incorrect items were already collected. 4 July – 5 July – My Takealot account shows I am credited for the bottle but not the makeup pencil 7 July – I send an email asking when I will be credited for the makeup pencil. I get an email saying a return was logged under MRRN-D54EY-NAJ7 and item will be collected on 10 July🙈 I tried calling them to say there is no item to actually collect. The call gets cut. Silakhile emails me saying they have escalated my query to the warehouse. 8 July – I send another email telling them there is nothing to collect 10 July – I send a message to Takealot on FB asking them to resolve and credit me 11 July - They reply on FB today asking for more details and say they are waiting for the warehouse to assist. I explain the system says return concluded but they scheduled a return again for the same item (which was not even delivered in the first place).

I have used Takealot for year, and they are usually so good with customer service. I am not sure what has happend to them. They deliver incorrect goods, and now I have to beg for a refund. Plus the call centre calls keep dropping.