HORRIBLE delivery experience

I've ordered from Takealot a few times in the past and overall have not had many issues, however on the 30th of November I placed an order which was scheduled to be delivered on the 3rd of December. It arrived at our place on the 3rd and I asked security to sign for the parcel (something I do regularly) but apparently the courier did not want to give the parcel to security. I was a bit annoyed about it but thought that the package would just get delivered the following day. The next day, I receive an SMS stating that my order has been delayed and when I check the website it says that my order has been lost in transit. This really ticks me off because I don't get how a parcel can go from being practically in the hands of our security to being "lost in transit". I have tried contacting Takealot to express my dismay at the situation as well as get clarity on when my order will be arriving but quite frankly with such service I would rather prefer a refund.