Incompetence in resolving issues

I ordered a "sterling silver" princess wedding set month end of July, requested for a collection as I was not happy whit what was delivered a week before. I got calls from the agents telling me on how the item I ordered was not delivered to me and a refund can not be processed as no payment was done for it, I got a call from a gentleman who made me understand what caused the whole problem and I understood and requested for a return to be logged, mind you it was still in their 30 DAYS return policy, the ring was collected a week after that by the courier company they use and I signed in front of our receptionist who previously paid for the item when it arrived, when requesting for my money a week after, they told me that the item was never delivered and that the 30days return policy window has passed, how in the world did I get the item that is sold on their website, took a photo of it, sent it to the person I was communicating with for my refund? I had a back and forth email conversation with Lauren McCallum who seemed to have understood my situation on screen but had no clue of what I was on about when she called me back, I have emails from takealot about the return I logged and the responses they sent me. Now I don't have the item I paid for nor am I getting my money. For a company of such stature, I didn't think that it would be such a tedious process to get my money back, I don't think they should provide services if they are not willing to get it sorted out. All I want is my money, no matter how little the amount is, it is still mine, PAY ME BAC****!!