Why is a return so hard

It’s always a pity that consumers only check hello Peter after a bad experience and not before. I’m disgusted with the service received from takealot. I ordered 2 items, the first had missing components and the quality was beyond poor, I stated this in my return yet today I’m ask to return the missing items or the unit will be sent back to me. The second is apparently missing a sticker which again, I placed all items back in the box that was removed. I then called the return department only to be put through to someone who is clearly sitting infront of a television. Please complete my return, refund my money and then remove my account as we have reached the end of our road.