Bosch serie 2 Gas Range cooker

I bought a Bosch Serie 2 Gas Range cooker from Takealot on 20 September 2021 for R14999.00. The Stove was delivered without the cast iron Pan Support (The grids where the pans stand).

I contacted Takealot to the effect and they advised me to return the Stove. Upon return of the stove, I made follow ups on the status and talked to a person by the name Carmen and was advised the Return was rejected. Now my problem is that 1. I was not advised of the rejection until I made follow ups. 2. On my initial communication I made it clear that there is a part missing. 3. Takealot advised that they can collect the item ( I initially thought I could get the part missing and retain my stove because there was nothing wrong with the stove except for the missing item). 4. I indicated that instead of a refund, I would prefer an exchange now the Takealot suggested that they can collet the item back). 5. Takealot now have both my money and the stove. I cant buy a replacement stove because they do have my money. 6. This was a cash purchase

I am disappointed by the lack of customer care and service by Takealot. As I am writing, they have not even furnished me with the reason why they rejected the return. I cant buy a replacement stove because they have my money. The product was delivered with a part missing.

This is pathetic