Shocking customer service received in returning a defective PS5 controller

I purchased a PS5 controller from Takealot on Black Friday. After using it for a few weeks, it showed a defect making movement inputs on its own(stick-drift). On 19 Dec I took it in for return, requesting a replacement or repair. On 20 Dec my account was credited for the amount and I was told there is no stock to replace. I called and the agent was also confused as to why it had been immediately credited as opposed to being sent for repairs, I then asked for it to either be replaced with a similar item, be sent for repairs, or returned to me so I could take it for repairs. I hear nothing back except that they can't replace it with a different controller via email in the evening. I call back on 21 Dec and ask for them to return the controller to me so that I may take it for repairs, the agent(different agent) tells me theyll see where the controller is and get back to me. No response received. On 22 Dec I call again, wait on hold for 20min and get another agent that tells me the controller can't be returned because they already sent it back to the seller, but that they can do a price-honouring and get me a similar controller. I follow their instructions and then get no reply, except that they'll revert back to me when they have sorted it out. Now on 27 Dec, I receive an email saying they've already credited my account, they will not be doing a price-honouring. After an entire week of back and forths, errors by Takealot which prevented me from taking my controller back for repairs, and empty promises of price-honouring, I am told that I can no-longer be assisted with a price honouring and must now figure out how to get the difference between the special price(R999) and the normal sale price(R1499) to be able to replace the defective controller I was sold by Takealot. I had plans to use it over the Xmas weekend, those were ruined and now I'll have to go to a physical shop to be able to buy a replacement in time for next weekend, so I will have to pay full price for it. Absolutely shocked at how I am being treated as a loyal customer of 6 years