Zero accountability

Ordered a tin of coloured pencils. Amazon sent me a smashed up tin with broken pencils. Opted to have the courier collect and started the return process. First I was told it would take 2 days to process the refund, then 5-7 days. They are now telling me it will take up to 14 days to process a refund. This is unacceptable. Are they living in the dark ages? They are now currently holding both my broken product and my refund hostage. How can they promise speedy delivery but then just completely drop the ball when it comes to customer service if there is a product default. I would have been better off ordering from Takealot. At least they do fast returns and refunds. Shocking customer service.