Awful customer service

I bought a mobile device from Takealot in October 2021, this July it split in half (front and back just came apart). I logged the return and was advised that since I no longer have the original earphones and charging cable, Takealot cannot replace the phone as the originals are needed. I offered to replace the cable and earphones but was informed that the originals are linked to the phone. I'm still waiting for the device to be returned so that I can ship it off to the manufacturer who will try to assist me. The call centre and warehouse don't seem to know what's going on.