Terrible communication and customer care

The refund system is terrible. I bought a bag which was delivered on the 20th of December. I bag was delivered with a dent. I then requested for a return with a refund back into my account. I received an email on the 23rd of December once the collection was done that the refund will take 3-5 working days. 7 working days later I email them to follow up on the refund. To my surprise nothing was done. The agent simply refunded the takealot account which was not what I wanted. I get another email from them today being the 3rd to say my refund has been processed I need to wait another 3-5 working days. I’m so annoyed by takealot this means I would have waited 12 working days for a refund.