Takealot products arrive broken & managers are useless

I purchased a Hisense dishwasher from Takealot. The first one arrived dented. I sent it back and requested a replacement. The second one arrived a few days later when they collected the damaged one. I connected it following instructions as well as setting it up per the manual before first use. Once set up and using it for its intended purpose, it immediately started leaking from underneath. I got a Hisense technician out to fix the problem, which by all accounts they did, only to notice rust on the inside of the dishwasher. keeping in mind that this dishwasher is"brand new". I have subsequently requested a refund. They collected the dishwasher today and took it back to process my refund (a combination of rands and ebucks). I decided to contact Takealot to express my concern over 2 "brand new" dishwashers, one of which was dented and the other possibly used before they sent it to me as well as to find out why this is happening and how long it will take to process my refund (within 21 days apparently) as I want to go and buy one (Ill spend my money somewhere else with better service). The gent (who i wont name) who took my call was great and escalated my query as I requested as I wanted to speak to someone about my experience and how it could be avoided as well as to try and expedite my refund. NB: Not to request anything special nor to complain about any of the service received so far. This is where the complaint comes in: The call centre gent called me back to advise that managers dont deal with clients and, essentially, wouldnt be contacting me to discuss anything. Is this how managers at a massive online retailer behave? is it common practice to ignore your customers and leave it for your staff to deal with them? What exactly do you as managers do besides delegate the hard jobs to your staff. Takealot managers conduct is disgusting and disrespectful and, honestly, whoever this was escalated to should be reprimanded. After an experience where 2 "brand new" items have had to be returned, I would imagine you would want to ensure the customers future satisfaction.