Incorrect item delivered, refund request denied

Takealot delivered a box of cosmetics to me instead of 3 cable tidy boxes that I ordered. I returned the box of cosmetics. Now I cannot get a refund for the cable boxes because I "have not returned them". What is so frustrating is that Takealot has no process for escalating a query, or an email address to which I can send the details of the 8 contact centre agents I've spoken to, the numerous emails and reference numbers etc.