Poor Customer Service

I logged a return on the the 14/10/2021 with the preference of receiving a refund but understood if the supplier decided to provide a new item then so be it.

I waited the 21 days as per Takealots policy for providing a refund no matter what. But they decided an outcome had been achieved on day 19 and therefore the policy is no longer required. Although I hadn't received the product or received any update as to when I will be receiving my new item. It honestly feels like they just logged an outcome to avoid having to fulfill their 21 day promise and its honestly disgusting. It's now day 32 and still no idea of what is going on.

I have since logged 2 online tickets requesting for assistance but it has fallen on deaf ears. Even using the original tickets and emailing for an update they have ignored me.