Horrible service from Takelot

bought an item on takealot, item comes through its not working. i submit a return request for 2 items, put them in 1 box. Clearly mark them with both reference numbers. Items are picked up but i cannot get my return because the driver who picked it up apparently stole the 2nd item which is the one due for a return. Takelot cannot do anything about it. i must wait while they email headoffice. is it my fault that they employ *******? im so mad right now. never buying from ever again