victim of AI or persons unable to understand logic?

"a chain is as strong as its weakest link" - not so? I would rate them higher but my last order is a nightmare. I ordered printer ink. I ordered two of the same deals as it was cost effective. Each deal included a full pack of four ink cartridges PLUS an extra black cartridge which is packed as a separate item - i.e. in total two sets of cartridges plus 2 black extras. The stuff arrives late [express was promised and paid for but...] so I immediately install the cartridges I need from the one pack and lodge a complaint with takealot. They seem to understand and ask what can they do to make up. I answer just send the two black cartridges as they still are advertised, eezy peezy. but then I get a 'order' to return the items - I explain I can't do that as I have started to use them and the order indicates 'no returns' [like a used toothbrush?] - silence.... no comms, no person seems to apply his/her/its mind, there is no-one I can speak to, nada, just a stupid internet interface... after years of good service they hand me over to an AI program lacking brains or algorithms to follow logical sequential reasoning - at my expense!