Takealot, how have you gone down so fast?

I placed order #*** with Takealot and 7 of the items were delivered in a damaged/unacceptable manner (one item was even missing from the delivery). I could not return these 7 items in the normal way as they were non-returnable items so I emailed a number of times and EVENTUALLY a return was logged manually as an exception and the items were collected and the 7 items were returned for a refund MRRN-T6ZKJ-BJX5. For some reason unknown to mankind, you refunded me for 6 items but you sent a replacement for one of these 7 items with order #***. Why was this not refunded as well, like the other 6 were? I have emailed numerous times and the idiots that respond keep telling me over and over and over and over and over to log a return. Can someone with common sense please get this straight? At this point it is all a bit ridiculous and I currently cannot stand Takealot. Refund me this item like you did with the others and stop wasting my damn time!! What am I not being clear about? Is my English not making sense?