Exchange problem

I bought a Hoover vacuum and after I used it a few times I noticed by the handle it is broken. Both ends of the handle were damaged and I had not damaged it myself. On 23 October I logged a return, and I took it in on Friday 30 October.

It’s has been 2 weeks, still no vacuum still no news on what’s going on. I emailed Takealot and I got an email from Erin to say they going to query it for me, a day later another email from another lady Zulpha, both saying they had escalated my query. I have emailed both these people and both have not rep****. I need my vacuum back, I have no idea where the hold up is, being it Takealot or Hoover. I merely asked for the broken part to be repaired. It’s been a major inconvenience to not have my vacuum and the fact that no one is interested to reply to my emails is disgusting customer service.