Takealot but give nothing

I have sent an item for replacement and was clear that I did not want a refund. They advised that the item would be sent to the manufacturer and then refunded me within the hour so i know that the item was not sent to the manufacturer. I have written to them requesting that someone senior makes contact with me to no avail. they have not addressed my queries and now my emails go unanswered. how convenient to hide behind an email address and correspondence call centre that so not address the needs of the customer. I am bitterly disappointed with the lack of service received from Takealot.