Takealot lost my return and now they're lying about where it is. No help at all.

C'mon Takealot how has your customer service gotten this bad. I returned a faulty item, the second time this item has been faulty in less than a year BTW an after it was sent in to the supplier, it's just disappeared. The last tracking on your system said it was received by the supplier, on the 20th of January. Then on the 1st of February it was just updated as return cancelled and concluded. Now I've been on the phone with your call centre a few times this week and nothing's been resolved. The last communication I had with a consultant, they said they have no idea where the item is and what's happened. I had asked for an exchange unit under warranty, but at this stage I'd rather have a refund to go shop somewhere where customers are actually a priority. I've also communicated with your social since the 11th of February now and still just excuses. Every two days just a generic response