Bad Customer service

I would like to express my disappointment with the service I have received from Takealot. On the 1st of May I made an order and paid for it, 3 May it was delivered but the item was damaged I returned it and they came and collected. 18 May I received an sms that my order will be delivered before 5, I waited and it did not come later that day I received an sms saying my order has been delayed by courier and will be rescheduled until today I have not received my order, the status still shows as delayed by courier. I have sent several emails following up on the order and all I get is that "we will escate to the relavant department". This is a very disappointing customer service I have received especially when one of your values is "simplicity" making things easier for your customers, you have not made anything easier for me I have not received my order, no one is telling me what's going on, I have asked to cancel and get a refund but none of this has been done. My question to you is what happened to my order?