Defective product. Still waiting for a replacement

I ordered an item which arrived defective. I battled to get hold of Snatcher and eventually they promised to collect the faulty item and replace it with another one. They collected the item but to date have received no replacement nor refund. When I eventually manage to get hold of someone I get told "we waiting for our supplier to send us a replacement". They can not give me any sort of estimation when this will be. Absolutely shoddy service! Rather buy on Takealot.