Really Poor Service - No Refund on unwanted item

Poor service from Takealot.com. I returned an item purchased and Takealot refuse to refund me the money. They say that I changed my mind on the item so I can't get a refund. How bad is that. If I were to buy that same item at Makro or Builders Warehouse (which I was able to do) then I could have returned it. This is the first time I have experienced such service from Takealot. I called into their call center and the agent refused to put me through to a manager. Takealot used to be my first option for purchases, now it's the last.