Takealot won’t return or refund! BE AWARE!

I bought a patio umbrella from takealot. When we opened the umbrella we found that the bases was unstable. We drilled another hole into the base to secure it. After using the umbrella on the 5th time the VERY THIN nylon string snapped, We requested a return and a refund. Takealot reacted promptly and the umbrella was collected on the 28th January. We then received an email stating we could not get a refund as we had put an extra hole in the base. We sent an email stating their own terms and conditions that we could get a refund as the reason for the refund was because the umbrella was defective. It could be mot opened securely without the extra bolt and the pathetic nylon very thin string snapped. We also stated that if they would not refund to send the umbrella back. Takealot has now sent repeated emails asking where they can collect the umbrella after sending them numerous emails with proof that the umbrella was collected. They have stated twice that the matter has been escalated. Nothing has happened! Takealot has somehow lost the umbrella and will not return or refund us. Shocking quality and shocking service. Will NEVER EVER USE THEM AGAIN!