Takealot - Unsatisfactory service

I ordered a 4 plate gas hob and Takealot delivered a 5 plate hob which I requested to be replaced. They did not have a replacement so said they would credit my account which after a week has not been done. They have now invoiced me with R65 collection fee for picking up the item they incorrectly delivered. Their Terms and Conditions clearly state that free pickup will be made for items incorrectly delivered. The only contact for them is through their app but I eventually found a telephone number for them. I tried to call them on Thursday afternoon but was unable to get through. I am not getting the answers I want. Yesterday I received an email asking you review the product. The one hand obviously does not know what the other are doing. They have acknowledged doen lteturn of the item but still have not credited or refunded me