Poor after sales service

In November 2018, i received a box with an Explora 2 from Takealot.com. I checked the contents and was happy with the condition of the Explora 2 and resealed the box. In October 2019, the Explora 2 was ****** and i requested for the serial number of the unit supp**** to me by Takealot.com (Request #***4), after several requests for information like customer order number, waybill number and parcel number; i was informed that they cannot help me. Which i find very odd, i went to a furniture shop i bought a TV in 2016 and they gave me the serial number straight away.