Shocking Service

Absolutely shocking service from Takealot!! They obviously have not discovered customer service yet. I have been requesting for a refund of over a week and been fobbed off. When I spoke to an agent she apologized and logged the return a second time and again a third time. This was escalated during the week and I was promised that someone would come back to me. No surprise........ Have not heard a peep. Takealot, if someone pays you for an item and it does not do what it is supposed to, my expectation as a client, would be to return the item to the place that I purchased it from (which was Takealot) and the company that I paid (Takealot), would collect the item and refund the funds back into my bank account. Is that too difficult??????