BAD BAD BAD CUSTOMER SERVICE

Ordered 2 x 20kg dogfood, order #***6. Received 1 x 20kg dogfood. Enquired and the rep**** that they will send the other one. "Amanda Gwetyana (takealot.com); Nov 7, 17:43 SAST. Replacement request sent #***2" On 10/11/2019 received a refund and after refund this email: "Ni-shaat Lakay (takealot.com)..Nov 9, 17:57 SAST. Hi Amelia. Hope this email finds you well. Kindly be advised that we have done a thorough investigation with our delivery branch when noticing that parcel has been damaged in transit. At this point, we no longer have stock to provide you with a replacement order. You have been refunded in the way payment was made. I acknowledge that the matter has caused frustration and an inconvenience to you and I understand that an apology does not correct the situation. I hope this does not hinder your relationship with us as we value you as a customer. We sincerely apologize for this experience this is not the type of customer service we want for our customers. Kind regards. Ni-shaat Lakay" There was 10kg dogfood available of exactly the same brand at the same price. Why not give me the option to take 2 x 10kg's??? Now if I want to order it I have to pay shipping as per my previous order I had no shipping fees. This is totally unacceptable. I complained to them and received this reply: "Mihle Ziqu (takealot.com) Nov 11, 08:53 SAST. Good day Amelia Thank you for your patience. Please be advised that as per relevant department we are unable to discount the shipping fee for the delivery. As for the experience that you have encountered, we will attend to the matter in-house and follow a process to ensure that this does not happen moving forward. We acknowledge that we have failed you and appreciate your feedback as it will assist us in improving these areas of our business. Should you need further assistance please do not hesitate to contact us. Kind regards. Mihle Ziqu" THEY ARE JUST PASSING THE BUCK AND NOT FIXING A PROBLEM THAT THEY CREATED. THIS IS UNACCEPTABLE