Downhill customer service!

I have recently had the worst customer experience with Takealot.com. After more than a decade of shopping with Takealot, I'm shocked at the way I'm now being treated. After a recent purchase, I logged a complaint and requested a refund for the R200 delivery surcharge on a single item (a woven plastic mat) that turned out not to be bulky, oddly dimensioned or heavy. I sent pictures, measured the length and diameter as well as weighed the item (1.3 kg)--and still Takealot could not justify why it had incurred a delivery surcharge. Instead, they dismissed my request and simply acknowledged that I alerted them to the problem: "We acknowledge that we have failed you and appreciate your feedback as it will assist us in improving these areas of our business." This is not even an apology, nor does it compensate me for unfairly applying the R200 surcharge. It also does nothing to reassure me that it won't happen again! Takealot.com will no longer be my 'go-to' online shopping provider. So much for longstanding loyalty and support.