Takealot will not make exchange

I place an order for a cutlery set from takealot. I received it on the 10th of September 2021. The box had 2 sets of forks and 1s****. I sent an email regarding this and was told to send a bar code which is suppose to be on the cutlery box. There is no barcode except for the one on the packaging. They are saying they can only resolve the matter when I provide the barcode which is not there. I do not understand how I am to correct their mistake. There is no calling the centre because the consultants work from home hence enquiries are only via email which is also bery frustrating.