Takealot - Very poor service and communication

I purchased a queen size headboard from Takealot which was delivered on 25 April 2025. It was wrapped in brown cardboard and then plastic wrap. Upon unwrapping it the cardboard was damp and the headboard we full of mildew. As the delivery was late in the afternoon (16:55pm) and I didn't want the place to smell of mildew, it was wiped down with a dry serviette so as not to spread it further. On Saturday, 26 April, I submitted a request for a replacement. However, the system did not provide any option to upload or attach photos as evidence of the damage. The headboard was collected for return a few days later. On the 1st of May I received an email from Yanga.K asking if there was any visible damage to the packaging to which I rep**** that the brown packaging was wet inside the plastic wrapping. I also notified this person that I had wiped the mildew off the headboard but I also had photos which I had taken on the day I unwrapped it, and they were also included in my email response to this person. Since then, I have received no further communication or updates regarding the replacement, despite following up via email. As today is 13 May, I am becoming increasingly concerned about the lack of response and resolution. I am at the point of actually wanting a refund