Takealot.com item got ****** or damage in an accident or hijacking on the day of delivery

I ordered a phone on the 9th of december and it eas scheduled to arrive on the 14th december. On the morning at around 9 o clock i recieve an email stating there is a return due to failure to deliver. I was at work so didnt take notice of it. An hour later i recieve another email stating that i am getting a refund. During my break i called the called centre and the sale agent said we are sorry our delivery guy either got hijacked or met in an accident and my item was damaged. This the morning of delivery and sounded very dodge.So i asked her ok can you reorder it for me please and shes like no i cannot due the refund we gave you. I had told her i dont need the refund i need the item as it was an anniversary gift for my wife. she said sorry i cannot reorder it for you because of the refund and now the supplier is out of stock. So i was dissappointed went back on takelot loooked for another phone and i called the call centre again . I told them the story and said please take alot ks at fault here can yourl expedite delivery for me atleast and shes like no im sorry take alot cannot help you. I said how long will the refund take she said 3 to 5 days i said okay can take alot give me new phone at the current price and shes like no if the item is at the different price we take alot cannot help you but when you get a refund phone in again and the manager will escalate the issue. Please take alot ive put alot of faith in your customer service and delivery times but it seems yourl are becoming like all the online sites out there really dnt care when help is needed by the customer