Worst service ever

I've been using Takealot for a while now but the service I'm getting now is totally unacceptable. When ordering items i do my best to avoid items in different provinces to avoid delays but it clearly doesn't make a difference because its two weeks waiting for a product that's local and should have gotten in three days time according to their policy. What's even worse is that i paid throw my account and was not allowed to pay during delivery... I tried communicating with one of the agents Quinita.J (Takealot.com) via emails but still no product delivered even after i sent supporting documents and Quinita.J herself (Assuming she's a female based on the name)did confirm the mistake on their side and asked me if i want refund to my account or still wanted the product ordered and clearly i regret my decision, what annoys me now is that refunding my account will only force me to either order something again or have bank charges to my account should i request a refund directly to my account... The other annoying part is being asked to rate the service of Quinita.J when it feels like i was speaking to a robot that's sending me programmed prompts... i have screenshots of every engagement and don't understand the way yo'll are operating...