BROKEN AND BENT POTS AND BAD SERVICE

On 3 July, I received BROKEN AND BENT pots that I ordered on TAKEALOT. I immediately phoned TAKEALOT after I received it. The consultant I spoke to ask me what action I would prefer and I told him that I would like the set to be REPLACED, because I really liked the set. He told me it would be "no problem" and that the new set would be delivered and the old ( broken )set will be picked up when they deliver the new set. A week later, I phoned TAKEALOT again after not receiving any information from TAKEALOT. Spoke to a different consultant. This consultant told me that suddenly they don't have the set in stock anymore and that the first consultant was misinformed ( apparently the old set should have been collected before a new set can be delivered). I told the consultant that I was promised a new set and that I do not want a refund, but a new set. I saw online that they do have the set in stock, but in a different color. I asked to speak to the manager, because the consultant was not able to help me further. The manager I spoke to ( don't have his name, as the consultant don't want to give me his name) told me that he will try to arrange that I can get the set in a different color. The different color is a bit more expensive, but the manager told me he will try to arrange the new color at not extra cost to me. To this day he never phoned me back. I waited a day for them to hear back from the supplier and I phoned them again, after they did not phone me back with any news ( as they promised ). The consultant I spoke to told me that the supplier does not want to give a different color at a discounted rate. He then told me he escalated the case and that I should phone him back on Friday 13 July, because he is not at work on the 12th.Since when does the costumer have to phone a consultant to get feedback??? Anyway, I phoned him back on Monday 16 th. He was not in when I phoned. I spoke to a lady that told me she will try to find out what is going on. I asked to speak to her manager and she said that is fine. She will phone me back. 10 minutes later, my phone rang and its she again. Not the manager I asked for. She said she escalated the case and promised to phone me back later the day, even if she doesn't have any new news. She never phoned. So today I phoned again,asking to speak to the guy I spoke to earlier. After 3 attempts to get through to him, I finally spoke to him. When I asked him when he was planning to phone me with a update, his response was " Why didn't I phone him on Friday as he told me" !!!!! like really TAKEALOT. The parcel was picked up on Thursday 12 July. This consultant told me that all he can say is that I have to wait until the warehouse concluded their inspection on the parcel ( which can take up to 10 working days). He also told me that he can't say for sure, but that he is quite sure that the will just refund me. So my pots get delivered BROKEN and BENT ( how do you bent a cast iron pot like that, I don't know. It says a lot about how our parcels are handled), I am told it would be replaced. Then no communication, being told I was misinformed, then I have to keep phoning ( paying for all the phone calls and being put on hold) being kept on a line the hole time, while it feels like nothing is being done, just to hear, wait a few more days and we will just maybe refund you. That is not what I want!!!! I want a replacement. I paid for something and did not receive it in a working order. Now I must just take my money back and that is that??????