Bad Bad Bad Service from Takealot

Placed an order for an item. The item received was defective. I returned asking for a replacement and never heard back from Takealot. I sent emails only to be told that they had to liaise with their warehouse. From two separate individuals. I called in and the first person cut me off. The second person had to go and check for the information. After a few minutes, I was told that I would get a refund but she would have to escalate it. I usually buy from Takealot but after this I am considering other online stores.