Beware when returning damaged items

I ordered makeup from Takealot, when it arrived it was broken, makeup all over the box.( wasnt even wrapped in bubble wrap, just sitting in the box, of course the pressed powder is going to be damaged) I logged a return and replacement on the 7th August and thats when my nightmare began. The damaged item was supposed to be collected on the 12th August. Well the damaged product is still sitting with me, was never collected. The replacement was supposed to be delivered 12th, then 13th, then 15th. Takealot themselves cancelled the delivery on the 14th, which they have admitted, but not the order. Since then my profile shows as to be delivered 15th August, today is the 22nd, a week after the delivery date and still no product received. I queried it with them since the14th and have just been given the run around. Oh we are looking into it, we will get back to you. Same generic response on all my queries. How can it take more than a week to find out why an order is not coming. Do they just expect me to cancel the order and be stuck with makeup that is damaged and all over the inside of the box. This is the worst service in history i have ever received from them. Makes me think twice about ever ordering from them.