Terrible Service from Returns Department

I have always been an avid Takealot consumer and supporter, but I have to say these past two months have been incredibly frustrating dealing with their returns department. My new iPhone camera was fogging up (and it’s supposed to be waterproof); I sent it in on 28 Oct 2020 for review for repair / refund / exchange since it was still under warranty. It has been over two months now and I still do not have my phone back. I was told that there is a 21 day policy which says that if your return is not sorted by then they will refund you, however, they keep relogging my return under a different code in order to bypass this policy. Eventually, they passed the buck to the supplier who then reported that there was a crack in the camera (invisible to the naked eye - very convenient) and therefore my warranty is voided. This was also after the warehouse reported that there was nothing wrong with the phone and just wanted to send it back. Every time I email or phone, I am told “the situation will be escalated” and it’s a round-robin blame game between the supplier and the warehouse. No one has taken responsibility for this terrible service and I am honestly fed up. We even purposefully requested to speak to a team leader and were told someone would phone back within an hour, we are still waiting for that call 2 days later.