Pathetic Levels of Service

I ordered two products from takealot, had to change the delivery address, now takealot have become unstuck as they maintain I refused the delivery whereas I live some 500km from Cape Town and have never seen or heard fromone of their couriers - I get many meaningless responses from takealot where upon I must review their service levels. Now the problem arises, how do I get my money refunded and being a pensioner, I cannot afford to loose the monies paid to takealot