Poor service and don't adhere to return policy

Returned my vacuum cleaner on the 8th of November, have been following up on the return since the 25th of November where takealot kept on advising me that the supplier was reviewing the item. On the 29th of November I followed up again asking about the return policy stating that if the supplier doesn't provide feedback in 21 days, takealot will do a refund. I was then advised it is 21 days after the supplier received the item, which is not stated in the policy. When I informed takealot of this, they said that they will follow up on the item, only to advise me that it was repaired. This was yesterday. I already replaced the item, followed up every second day, and still didn't receive proper feedback. I'm extremely unsatisfied and frustrated as it is impossible to communicate with takealot, and every time someone else responds with different answer. Very poor service and false promises.