Horrible return

I logged a return with takealot for a portable power station they collected 15 November and text me stating they will revert with feedback in 2-3 days. I keep calling no one is assisting even when I forwarded them an email from the supplier confirmed my unit is faulty they must replace as I first communicated with supplier and they said return to takealot but they saying they waiting for supplier it’s pillar to post even after I have called and sent all details. It’s frustrating that I don’t have back up for load shedding as I work from home but they not sending my replacement.