customer service in South Africa is so up to @#$$???

I ordered a mini sewing machine for my daughter for Christmas, wrapped it up and come Christmas day it doesn't sew. So I return it and they credit my account to which I make note that they have to cover shipping if I buy another sewing machine so they agree. I order another mini sewing machine and they cover shipping. Keeping in mind that this has taken almost 2 months to achieve. Basically I never recieved the sewing machine instead takealot sent me a handheld portable sewing machine that didn't work either. I opted to return the item and to speak to a supervisor but they just ignore my requests. Very disappointed. Almost everytime buying from TAKEALOT.COM there has been an issue. I have a friend who works for Amazon and he says if it was Amazon they would have refunded me and sent me a new product without delay. Now please explain to me why our customer service in South Africa is so up to @#$$???