Takealot is taking too much

My son purchased a kettle for his Mom for Mothersday. The transaction went well and the parcel arrived in time. Unfortunately the kettle had issues switching on and off after a couple of months and we had to return it. The kettle was replaced, no issues. This replacement kettle also started giving the same problem and again we had to return it, requesting a replacement. We logged the return and dropped it off at the Nelspruit pickup point. This was on 18 July and we have not heard a word from Takealot yet. There phones cut off continuously and when I eventually got hold of somebody they apologised and said it would be sorted out immediately. The also said they would send an email advising as to the progress. Again nothing, no call no email nothing. I tried calling again now and again I cannot get hold of anyone who can assist me. I tried tracking the return on the app but all it says is that the parcel was returned.