Bad Service

I have bought an electric stove on 11/11/2024 and received it on 14/11/2024 the packaging was in a good condition but once I opened it I saw that the stove was damaged at the bottom and that the warm drawer was skew I immediately logged a return, and the stove was picked up on 15/11/2024 I tracked it on the app and it was back and assessed and the return concluded at Takealot on 19/11/2024 i contacted them on 20/11/2024 to find out when we can receive the new stove or if they can refund us to buy the stove somewhere else but a person with the name Sandiso reply that they still waiting for the other department. I send him numerous emails but didn't hear from him since 20/11/2024. the reason that we need the stove so urgently is because we bae to pay for our rent and medical.