Wrong phone delivered, now you won't collect the return and process my R13k refund

I logged a return with Takealot more than 2 weeks ago after they sent me the wrong cell phone. I have called their call center and sent so many emails about this I have lost track. They have scheduled and rescheduled my return collection and every time they just don't collect it.

There is no follow up to explain what happened or to reschedule, all I ever get is a rate our service email and then the process starts again. This is a R13 000 refund due to me just before Christmas, so I really need that money back.

This must be against the consumer protection act because I feel done in and helpless to get the money back on an order they messed up.

They are not at all interested in resolving this problem and continue to blame the courier company that they employ.

My only recourse is to seek legal advice, because it feels like they will never be able to resolve this for me