Kindle delivered in open packaging no documents

A Kindle was delivered by courier with packaging opened and no documentation. I emailed Takealot and received unhelpful cut-and-paste replies from Sherry-Lee Davids, Margo Sacco and Thembi Matross. I phoned and spoke to Hannes, Margo and Sivile, who seemed to have some seniority. I was promised that the opened item would be collected and the new replacement dropped off at the same time. Then it turned out that the item was out of stock. Sivile promised to see whether it would be possible to replace it with an iPad Mini without additional cost to me. She never got back to me. Today I received an email from Unathi Bebeza to say I would have to pay the difference in price. No coordination in the way Takealot handles customer problems: every time you call you get someone different and despite quoting the reference number of your query, you are given conflicting information. I've made eight phone calls and sent five emails and wasted many hours being sent from pillar to post, all for something that was Takealot's mistake. The insincere and cursory apologies I've received have not been matched by efforts on their part to make up for their mistake. I had intended this as a special gift.