Takealot - Return pending since 29 july 2023

I returned a kids smart watch the day after I received it, because the watch did not switch on at all. There was a small booklet with little information in the small box and a charging cable, which did not even charge the watch, nor did any lights go on etc. I checked on the app why I haven't received any feedback from them within 3 days as promised or as per the norm. After I inquired I was informed that there is a 'tool' missing from the box, before they could conclude my refund. I've been waiting for over 2 weeks for takealot to conclude my refund, as I won't accept an item that does not work, after several emails and one late response I am told that they are still investigating and will revert back to me. This leaves a bad taste in my mouth as I buy from takealot on a regular basis, and am well aware that if you return an item to include everything as received. why would I withhold a sim pin that I do not need. In other words they are trying to rob me to say that there was something in the box that was never received as both me and my husband opened the parcel... this is pathetic and I will next time make use of another online site if I want to buy something where quality and service excellence will be valued.