21 Day return policy adherence

Smart tv returned to takealot due to problems experienced with the tv. Return logged on 27 July. Collection was arranged for 30 July. Only collected on 3rd of August. Takealot has a 21 day return policy which states they will exchange the faulty purchased goods if they havent provided feedback in 21 days since logging the return. Today marked day 25 and the standard response they give me when following up is that they are awaiting feedback from the supplier. Highly dissapointed in how the whole processes has been handled to date. 4th week without our tv with no indication of when we will get our tv. What is the purpose of a 21 day policy if you dont follow it...?