Terrible after sales service - HP Smart Tank 581

I logged a warranty return for an HP Smart Tank printer due to broken paper feeder...all that needed to be done was the part replaced or repaired. A MR D /Takealot pick up person pitched up on a motorbike to collect the device that I had packed in its original packaging. When it arrive at the dispatch I was advised that all teh ink had spilt out and teh device cannot processed and will be returned to me. After numerous subsequent calls I was advised that the returned was approved as soon as the printer is sent back it will be processed. printer was sent back and now the entire drama has gone full circle with a new persons asking different questions about the printer yet all the history should be on the system - its now going to be a month later and I still don't have a printer or proper confirmation of the next steps! I have called numerous times and had to re-tell the same story and each time gets told that it will be escalated, the next time I call I start all over again. After being a customer for many years and I never had a warranty claim - this horrible experience is making me rethink ever purchasing from Takealot again! Please can this issue be addressed urgently.