Return declined on faulty product with missing accessories

On the 5 Dec, I logged a ticket with TakeALot to return a Taurus - Plastic Turbo Tower Fan - 45W because something had gone wrong with the electrical wiring and it had completely stopped working. Because of the box size, I couldnt fit all the accessories which included the remote and detachable stand so placed it in an industrial plastic packet. Upon collection on the 6 Dec, I took the collector to be cautious of the content in the packet which he proceeded to take a photo and then load onto his vehicle. From there onward, I have been in a continuous back and forth exchange with TakeALot following up on what is happening as I was notified on the 12 Dec that the remote was missing. I do not understand why a customer is being made liable for an accessory that got lost in transit. Needless to say, I have complained on Twitter and emailed continuously. Only to receive a respond on the 2 Jan 2019 that the refund was declined with no explanation as to why. Guess what?! To make matters wise, the product was returned and not only did the remote get lost so was the entire content of the packet with the detachable stand. So here I am with a faulty product with its remote and detachable stand gone! To say that I am annoyed and disgusted at both the manner of treatment and state of the product that I PAID for is an understatement. TakeALot does not even give you a clear manner to log a complaint!! *** is this thing called customer service that these *********** fools think that they are giving. All I get is promises of investigation and feedback that never happens. I use TakeALot all the time but this is the first time that I have received the most pathetic service imaginable!!