Takealot not taking responsibility for their service or rather lack thereof

Received broken package. Refused to accept it as it was obviously broken. Reported it immediately. Now Takealot expect me to wait another 4 days (delivery already took 7 days), for them to investigate before they can tell me what will happen next. Extremely frustrating dealing with impotent customer care agent who are only allowed to apologise or escalate. They have no ability to really assist at all.