Terrible customer service. Return problem

I ordered a printer from Takealot. The printer was defective and I received a replacement. The replacement was also defective.

I have emailed and called Takealot multiple times without my query regarding return RRN-59fa-a501 being resolved.

On 13 August 21:07 I received an email from Takelot saying the printer is out of stock. In that email, Takelot provided 2 options: 1. receive a credit to my account or 2. "We can send your item to the supplier to be repaired (please note this could take between 10 - 21 days to be facilitated)."

On 13 August 21:22 Takelot sent another email saying that my account has been credited, without waiting for a response to the first email (So only a few minutes after the email stating that the printer can be sent to the supplier).

I rep**** in less than 24 hours on 14 Aug 2020 at 07:41 and also phoned Takealot the same day to state that I still want the printer to be sent to the supplier and I do not want a credit refund. The agent said that this matter will be escalated. I phoned again and was told that because I already received a credit to my Takealot account I can't ask for the printer to be sent away. I find this unacceptable as Takelot gave me the option to send the printer away and completely ignored my request of having the printer repaired. I never asked for a replacement. I have since sent multiple emails and phoned multiple times, with the agent saying that it will be escalated. Yesterday (18 Aug) I phoned again and that agent said that my emails and calls have not been escalated. She further stated that Takealot should have given me 24 hours to decide if I would like the printer to be repaired or receive a credit refund and not decide on my behalf. She stated that she would escalate the matter.

I have not received any feedback as to why sending the printer for a refund is not an option anymore. I am disappointed in Takealot's customer service.

I have explained numerous times that I do not want a credit refund and that I want the printer to be repaired as stated in the first email sent by Takealot. I will lose a lot of money by receiving a credit refund as the printer's price has since gone up (by more than R1000) and I already bought a lot of extra ink for the printer.