Takealot - Failed replacement

The service from takealot has been so disappointing. I bought a gift for my son and it turned out the game had so many issues. I logged a return. Attempts we made to collect the items and eventually it was collected at my work place. I now follow up 2 weeks later to ask the progress and they tell me the item was never collected or returned. I'm not in literal shock because the take a lot courier fetched it at my work. They just claiming they never sent a driver. I don't know what to say or do now. Definitely not buying from them again