SHOCKING AND PATHETIC SERVICE!

I have returned a Swan 12kg table top ice maker on warranty. When I got it back the machine was sodamaged and I got NO feedback as to what was wrong, whether it was fixed - nothing! The product was dented, wet, very bad smell to it (it was probably wet and closed for a very long time) extremely dirty and scratched. I sent Takealot an email to share my dissatisfaction with the return of the product. When I sent it back on warranty the product was so to say new as I look after my things! The responding email confirmed to say I should go ahead and return the product again after I shared pictures with them, which I did. It has been 6 weeks since and I still dont have an ice maker, I dont have refund, nothing! Everytime I'm doing a follow up the response is either "we dont have an ETA" or "Thank you for your support" and they have been asking for THE SAME IMAGES THREE TIMES! How on earth is this service to bad?? Is this some new money making scheme? I don't want a damaged product back! This was an expensive machine which was very well looked after until it got to the supplier and now I, whom paid for it, a very loyal Takealot customer, am being penalised for it. Why? No constructive feedback, no ETA, no nothing? This is just unacceptable!