Takealot desaster

I have sent my juicer in to takealot 21 days ago and never heard back. I phoned to hear what was going on and they told me they were going to escalate the matter. I have on emai repeatedly asked for a manager to call me. I sent in a cracked lid and they have just sent back a totally shattered product to me that's so d as maged I don't even think I'd be able to have it fixed. How is this even Allright in this day and age. I have been repeatedly been sent generic emails and messages saying due to my misuse of the product they won't replace it..... 8 do not understand because I sent in a product with a cracked lid and they sent me a totally shattered juicer back???? What can I do? Cindy Bailey