Bad service from takealot

I Ordered for both my sons school bags from takealot on the 18th Desember 2021. My eldest used his school bag not even a month. I contacted Takealot on the 4th February 2022. Speaking to consultant after consultant requested for a replacement. When a consultant contacted me i explained to her that I'm waiting a over a month for a exchange so she disconnected our phone call. Im still sending them email after email the response from them is i must wait 12-24 hours.... I've been waiting over a month. Takealot service got really really bad