Poor service related to delivery and refunds

Two weeks ago I ordered 4 items from takealot. I received 3 items and a duplicate of one of the items instead of 4 unique items. When I returned the duplicate item, I was refunded the value of the duplicate item rather than the missing item. The missing item is actually more expensive than the duplicate. I have sent another email explaining my situation but I was informed that they refunded me for the incorrect item and they are not mentioning anything about the missing item. I have had to send a tract of all the emails sent to them