Returns system is ridiculous and flawed

I returned a food product to Takealot as it was clearly deficient. The packaging seemed to have been punctured. I gave a few to the children who said that they were softened, unlike the second packet I ordered which was perfect. I logged a return asking for a replacement and after several days of no communication decided to track my return, which said it had been declined. I'm furious that I have been offered no further options to converse with the company about how and why it could possibly have been declined. The product was unquestionably deficient and I'd like the opportunity to speak to somebody about this. At this rate I won't be shopping with them again.