Poor customer service

I bought a Samsung phone from takealot, it arrived and was faulty. I logged a return exactly a week after it arrived. 10days later and I'm still getting shunted around with no answer on my replacement phone! 1st it was the charging cable that escaped being put into the box. Sorted that out even though it was not rocket science to send the new phone and collect the charger for old phone same time. Now after 10days of having my phone they contact me for the pattern which I couldn't remove prior to return as I couldn't get the phone to reset factory settings. But in 10days nobody bothered to even switch the phone on and check it out while waiting for the charger! Does customer service and inconvenience the customer as little as possible not enter into takealot's policies? Or is it purely incompetence? Of it's the later then heads need to roll. I am totally out of patience with takealot and have resorted to some strongly worded replies to emails. This is unacceptable customer service and at this stage I highly doubt I will ever do business with takealot.com again and definitely will never recommend them even to my worst enemy.