Disgusting service from Takealot

I am a regular customer. Takealot are usually great at customer service. However, of recent I have noticed a trend towards horrible service. Not sure what happened internally but its definately for the worse. I recently ordered a USB dock which I planned on using with my mobile devices. It was not stated on the website that it does not work with mobile devices. The first device I ordered arrived in a dirty and used condition. I returned it and the second device was also dirty but I decided to just try it. It did not work ! I returned it again within a day but since then Takealot are refusing to refund it as they claim I used it. How exactly does one determine if an item is not working as expected if you dont test it ? Takealot agents are too dumb to understand this !