NO REFUND, NO EXCHANGE, NO SERVICE

On 3 April 2019 I logged 6 returns with Takealot, bought at various time. 5 of my returns were refunded with no problem, but return RRN-01e2-9d5f has not been refunded. This was a present and not opened within 7 days of purchase. I hardly ever buy items and open them immediately. When it was opened, it was noted that one of the components (a front screen protector) was missing from the box. During Return Request, it was confirmed that the item was eligible for an exchange. The item was collected. Simangele Nkosi and Tashreeqah Dreyer refuses to answer me on why 5 items, bought before the item in question, were refunded, but this item can't be exchanged. Now I have NO money and NOTHING to show for my money. On the website it says RETURN CONCLUDED. How is that? My company and I spend tens of thousands of Rands per month at Takealot.com and we do active online marketing for Takealot.com. If Takealot.com cannot exchange a faulty, R170 item for my nephew, I would be HIGLY disappointed and cease all future business.