Bad customer experience

I am writing to express my deep disappointment with the recent service I received from Takealot ,a company I have supported for years with consistent purchases and loyalty.

I purchased a phone for my so,Shockingly, the first phone delivered to me was used. I returned it and requested an exchange, but the replacement device was faulty. At that point, I requested a refund, as my trust in the process had been completely broken. Now I want to use my credit to buy again , they keep saying they’ll escalate the matter . I waited for a week to get it resolved with no luck , finally I was on the line with someone and he mentioned he’ll escalate the matter and the issue was going to be resolved. I waited but still nothing . I called back after 24hrs again , this guy tells me there’s nothing he can do about the issue since it’s not his department- how unprofessional is that ? I told him to give me an email address I can send my complaint to and he said his managers are in a meeting and I must send it to him. Wow ! I ask , if you were not able to assist me how are you going to resolve this and he just couldn’t help me. This was my final straw , I will try Amazon . I think they’ll do a better job than this company. I’m out.