Takealot Disappointed Service

We purchased a kettle from Takealot and after a few months, and still within the warranty period, the kettle gave us problems. My sister contacted Takealot on 30 June and they collected the kettle on 01 July. We received an sms explicitly saying that they would take 2 to 3 days to process the matter. It is now the 16 July and after two correspondence emails (today, 15 July and 06 July), we have not received any form of communication from Takealot. This is unacceptable. For the last two weeks we had to resort to using a pot that we have to boil constantly. The service provided and the failure to contact us has truly been a disappointment and highly unprofessional, to say the least. They have made no effort to address the matter at hand and have failed to deliver a service that is dignified. In fact, we are at the point of asking for a refund on the item so that we can purchase a new product in order to resolve this matter. If there is a problem, I expect to be informed in order to maintain integrity and transparency in communication. With the lack of communication for two weeks, we have completely lost all faith in this company who promotes customer prioritisation and service of excellence, or in this case, the lack thereof. We give Takealot two days to make contact with us as customers. Failure to do so will ensure that we escalate the matter further.