Poor Customer Service

So I did an order with Takealot. Received the order this past Friday, same to say the items were damaged and there was a book missing. Since then, it has been a struggle for them to resolve the book issue even after they had sent me a message confirming there was problem at their warehouse that the book was never included in my order. Been having different responses from different people and none of them is able to resolve my issue. One of the agents on friday afternoon confirmed that they will do a new order and allocate the money for the book to that order, guess what, the order was subsequently cancelled cause the money was not allocated to the book. Now i have been trying to get them to cancel the book order completely and refund me my money, and they have all suddenly gone dead quite, my emails not being responded to. I just want my money and the damaged stuff that was meant to be delivered dropped off today seeing that we received a leaking box last week. How difficult can this really be?