Takealot - None customer centric and with no care

I have been a long-term standing customer of Take a lot and purchased a variety of items... with not much of challenges or any return of their products. However, I purchased an item on the 24 Nov 2023 "Black Friday", got delivered 1Dec and returned the same day sue product, features and sound quality not the same as what was disclosed from their website. The product was dropped off at their service center at Benoni and I received reference MRRN-GAGXX789. The return is declined with reason product not suitable or I have changed my mind. This reason is incorrect and I never gave such. I have made several calls to follow up, eventually told to collect it from Benoni. I went on 10 Dec and only to be told that the product is at Kempton Park distribution centre... to daye the product is still in their possession and I am told to wait for driver to confirm delivery the soonest. This was my Christmas Gift and I very disappointed. It seems as if nobody cares from that office or bothered with my query. I am making calls endlessly, wasting my time and Petrol for no one carrying. I have spent thousands of Rands for a product I don't have... this is my biggest lesson from Online purchases and doubts that I will ever use Takealot.com services.