Terrible service in returns

I have been struggling for more than a week to get an item replaced under warranty. Linda at returns is very difficult to deal with! I had to pay Postnet to courier the item to them, and now she wants me to pay another R99 before she will replace it! It is still under warranty, why tf must I pay R99 before it can be replaced?! I need to speak to Linda's manager to get this sorted out.

Completely impossible to talk to anyone over the phone, they are always "experiencing high call volumes" and no one calls back if you leave a voicemail. It seems they are hiding behind the answering machine as they know how poor their service people are.