Takealot can't handle situations outside their norm

I ordered 2 items from takealot ( 2 of the same). 1 of them arrived. The other one never did. I then tried contacting takealot to deliver the item, but they are unable to correct it. It seems (after going through a very long and painful search) that you can only "return" or "refund" your order. I was happy with the 1 item I received, and simply wanted the other one. But no, after explaining this to them several times over, then would only let me return the item I have, just for them to send it back to me. So I went ahead and returned the item, telling them to please not just re-box it and give it back to me, but that I want both items. But that is exactly what happened. After a week I was notified to go collect my package, and not to my surprise, it was just the same 1 item I had given back to them. I opened the package right there, and said this to the person handing me the package, but they said there is nothing they can do, and I have to log a return. So instead of doing this endless cycle, I have tried to contact takealot, but because it doesn't fall into their pre-determined categories of "return" or "refund", nothing is happening now. I have sent follow up emails, but I'm being ignored. I also tried "I never got my item" but this is also ignored. So now I'm just short the money I paid, with nothing to show for it. So basically ******.

TL;DR: When things don't go smoothly at takealot, it blows up gloriously. They are incapable of managing anything that doesn't fall in their cookie cutter categories. Resulting in a customer losing money and having no chance at getting it back.

for takealot's reference: Order #*** ORDERED 25 JUL 2023 PAID 26 JUL 2023