After sales support and telephonic access a huge concern

I bought cellphone through Takealot, it was delivered timeously but when I connected it to charge the phone, it showed an error message that battery was faulty. I tried plugging in a different socket but it was the same. I really needed the phone so I was agitated at having to return it. There was no option to replace the battery, so I had to return entire package. Takealot collected phone from me and 3 days later it was received by their warehouse for assessment. Within a minute of receiving it, the return was declined and I was informed that there was nothing wrong with the phone. It baffled me but I was just so happy to get it back in working order. i got a message that it will be delivered to me or I could collect from the warehouse. It took 2 weeks and 7 phone calls to different consultants before the phone was returned with dusty fingerprints all over it. The scary part was that I struggled to find a customer care no for Takealot, its nowhere to be found on the website (found it on someone else's website) Each time I called in, a consultant promises feedback and then never gets back to me. A lady by the name of Naz tried so hard to follow up, she gave me awesome service but could not solve the problem of non delivery. She suggested I go through and collect it at warehouse. I tried to call warehouse to see if I could collect but was told its being delivered. After waiting for 4 days, I called again and Amber promised to get back but never bothered. My real hero was Sakhumzi Zumana. He saw online the many enquiries I had made and how long it had been, so he escalated it to his manager. He came back same day unlike the others who simply moved on and left me hanging. Thanks to Sakhumzi, my phone was delivered 2 days later. I had always been a huge fan and customer of Takealot but the lack of access and ability to sort out after sales issues are very worrying. It has been enough to stop me from buying from them again.