How useless can one company be - from support to delivery

I used to be VERY impressed with Takealot and their delivery team, but recently, it's clear that their departments do not even talk to each other. My dilemma started TWO weeks ago, when I order a split unit airconditioner. Of course, only the indoor unit was delivered, missing the outdoor unit as well as 3 meter connections. In TWO weeks, I have been sending support tickets back-and-forth, logged multiple return requests - simply to have my request CANCELLED for no reason. Initially I just wanted the outstanding items delivered so I can install and use my new aircon. This was a mess, because Takealot kept on saying they're "out of stock", which is irrelevant, because even if I ordered the last aircon, it should've been delivered in FULL. I've been struggling to get them to collect the indoor unit and refund my R16,000-00, to no avail. I just don't know what to do. Every time there's a promise that they'll collect it, then nothing happens and they simply cancel the return request.