Takealot Return - Poor Customer Service

As a loyal customer to Takealot I am completely flawed by their lack of customer service regarding a return request. 1. Purchased lamp 2. One pole was missing and therefore unable to set up the item - pictures provided 3. Returned the item and requested a refund 4. Their response is all the items were available and as I have opened the box the refund request has been declined. How does one assemble a lamp (which I was unable to do so) without hoping the packaging? 5. So no lamp and no refund