Returns declined for no reason

Takealot declined a return of an airfrier. The airfrier only worked for a week or so. I returned it to the pickup depot after filing a return record on the system. The decline reason was that I returned it without the adapter. This is not true. The adapter was attached to the airfrier.

It was clear from the start that they did not want to replace it. They were unreasonable and initially ignored my explanations on the email. The return record was closed on the site despite that I kept on escalating the issue. I could not open the ticket. This showed me that they had already decided on the matter. They would receive my escalation email - wait for 48 hours - then decline again. The agents , despite having an order number - would not have details of the return. Everyone of the more that 5 agents who responded to my email would ask for details afresh then decline. I am certain the adapter was in the box. If its not there at all , which I doubt , they lost it there. They just did not want to replace the item. The item costs over R800. I am not letting this go. I just need to know the next escalation point.