Takealot Incompetence

I purchased a laptop on takealot.com. Delivery was prompt and the product appeared to be in a good condition. After about a week of use one of the keys fell off. I requested a return and it was collected. 3 days after the collection the website stated “Return declined,” and the day after, “Return concluded.” It’s since been 11 days and I am without a laptop or any update. I’ve tweeted them, only to be told that no fault was found. I’m struggling to understand this as there is clearly a key missing from the laptop. I’m appalled with this level of customer service.