Takealot must pay back my hard earned cash or replace the sunscreen that is missing from my order

I have been a loyal customer for takealot for years. Last week i ordered 09 items from Takealot, which were delivered on tueday 18/10/2025. One item was missing which is the Nivea Sunscreen. I immediately called Takealot customer care and i was assisted by a lady called Phelokazi who told me that they will investigate and get back to me. Later that tuesday, i received and email from Phelokazi who asked me if i would like a replacement of the item, a credit or a cash and i responded that i will like a replacement of the item.

Wednesday, there was no respond from Phelokazi, On Thursday, i still have nit received any communication from Takealot and I called Takealot customer care to follow up on the matter and the consultant told me that they are still investigating. On Friday there is still no communication or any response to my email, i called again and another consultant told me they are still investigating.

Somebody at Takealot did not do their work properly and i am being the one who is suffering hence that sunscreen is an essential part of my daily skin care routine, which i paid for. How do we move from the point where i was asked whether i would like the replacement, credit or cash to we are still investigating???

I have paid for the item and why the investigation takes this long.??? If i did not need that sunscreen i would have not purchased it.