Terrible Return process makes an dampens online purchase experience

recently bought a mini projector and I was not happy with the quality of the projected image. decided to return the item and I logged the return via the TakeAlot system. it was a great online service - until it got to the point where I needed to interact with the people at the return desk and a Lance "Supervisor". So when I was unable to understand why my return had been declined by their warehouse - I requested to have my compliant escalated with a manager, enter Lance. Here I am expecting that someone would be able to be a bit more mature, sympathetic and able to understand my grievance with the fact that my request to return the product was declined. After he explains in a very aggressive tone that the problem with my return was that I selected the incorrect reason (changed my mind) in a drop down list and we agree telephonically that if I had chosen a different option (is not what I wanted) then the reason to decline the return on the grounds that the item was unsealed would not have been a valid response - so he agrees with me that it was an error in the way I captured the return on the system - he goes on to berate me that he is going to do me this massive favour to try and get this "warehouse" person to approve my return, as if all of a sudden I was dealing with a different entity. Clearly this supervisor has zero empowerment to discern between making any decisions in the customers best interest - despite him acknowledging that one of his KPA is making satisfying customer needs,

I am deeply disappointed by this engagement with TakeAlot - I have been a customer for a long time now and this is the first time I have returned an item - and the sheer lack of understanding and empowerment of the human being resource in their value chain leaves alot to be desired - wonder if thats a part of the takealot?