Bad service from Takealot

I ordered a set of earphones, they came and one did not work so I requested a replacement. I received the replacement about a week and a half later but the parcel that arrived had nothing inside, it was an empty box with the tamper proof seal still intact. Frustrated, I requested Takealot to give me a refund for the parcel. I dropped the empty box off at the drop off point as I had indicated I would. And then I waited... And waited and waited and waited. I phoned 1 week later because the 'track status' still indicated that the return had not happened yet. I was told that it would be escalated and resolved. It wasn't. I phoned back again, along with emails and a help request processed through their App, they again said they would do something and nothing happened. I phoned again... And then again and still the same thing. After a month of no success, I phoned them one last time and a customer care consultant said he would phone me later that day to resolve my refund and that never happened either. I am so disappointed in the bad service delivery and customer care and Takealot and its employees expect people, their customers, to just accept it.