Takealot return policy, is a farce

I fell into the online shopping trap, first 2 orders were delivered without a hitch beautifully packaged etc. Then order number 3, glass bottle barely wrapped in bubble wrap and a sliver of brown paper over it, and even though there was a fragile sticker in I still received a broken item. Yes they have a return policy and it looks awesome and my product qualifies, but to actually get it, now that is the problem. I requested a return and replace Thursday 4 March, I. Their site they confirmed stock is available and it will be delivered Friday 5 March by 5 pm, well that didn't happen. Then a mail to say Monday 8 March by 5 pm, nope still no parcel, then a mail for Tuesday 9 March, and guess what, yup still nothing. I have called, mailed, messaged and all I get is an apology for any inconvenience and we will get back to you as soon as. Well we are on Wednesday and no communication and also no replacement. I figure they already have their money so why bother if they damaged the item. It seems they have washed their hands. I may be 1 out of 57million, however you keep up with this and eventually no apology will be able to salvage the damage poor customer service has done to your reputation. Takealot you should be ashamed