Utterly disappointed

I am so disappointed to be writing this review about Takalot. I have been a client for several years now and have always been satisfied with their service until now. I purchased a Sumsung A53 from them about 7 months ago. The product came with an extended supplier warranty of 24 months. One day, the touch screen become unresponsive, nothing happened to it, it could still charge and power on and off but no response to touch. I logged a return on the 26th of May. The phone was collected on the 27th of May. It was days and days of no feedback, then about a week later, the status on the app updated to ''product to be evaluated by supplier, awaiting transit to supplier''. Days later, I followed up again, and the status updated to ''Product in transit to supplier''. Again about a week later, status updated to product received by supplier. I received an email from Takealot stating that the product was now awaiting evaluation by supplier and this could take weeks. They however stated that should this go beyond 21 days from when I logged the return, they would be in touch and offer me a refund should I not wish to continue waiting. Fast forward - past the 21 days, no contact from them, I email them. I ask that they proceed with the refund as I had mentioned from the beginning that this was urgent. I get feedback a day later and the agent says to allow him/her time to get in touch with the supplier warranty team and then will feedback. A day later - which is today, 18th of June, I check the app and my original return ticket has been updated to return cancelled, return complete. Then another ticket is opened by them and the status is ''Awaiting transit to merchant''. No on has been in touch with me to explain why the ticket is closed and another one opened. Is this to restart the 21 day period? Why exactly has this been done? I am thoroughly disgusted by how unprofessional they haven been in handling the matter, no sense of urgency whatsoever. Never again will I purchase anything from Takealot - it matters to support a business that values my business as a client and they have clearly indicated that they don't care at all, after several years of being a regular customer.