Takealot return and no help

I had a very bad experience with Takealot. I have returned an item because it does not work properly. I then called the help center, after sending an email to which I received no response. The friendly person on the other end offered to contact the return center. He said then they were closing their lines and he just wanted to make sure it was open. I was surprised to hear that he could see my emails on my account but that the necessary department was not communicating with me. He then came back and said the line was open and gave me the number so I could call right away. The person who answers is short and unfit, he mumbles and I can't hear him, I then say ask and he answers, I read your email. After a few seconds I hear nothing, my phone shows the line is open but there are no sounds. Like being on hold. I last 9 minutes before I die. When I called back someone else answered and I had to retell my whole story. Which then 3 days later I received another email that they are not going to refund me and I am now left with an item that cost me R1899 but I cannot use it. I'm going to delete my account, take the App off my phone and prefer to buy elsewhere.