Poor Customer Service Delivery

I purchased a no name brand mini wifi ups from takealot which had awesome reviews but during load shedding it cuts off. They had collected the item & called in to request that I be credited / refunded so I may purchased a different unit from them including adding a bit more money for a better unit. I have mailed & stressed out my urgency on this happening however it seems that they do not care about the sense of urgency in my concern. All I want is a different type of prodcut through them that will actually work but it is a difficult process & my work life is getting affected! Please could a senior from takealot call me as I have requested this but i doubt it goes to a seniors attention! The work ethic is very bad!