Bad bad customer complaint handling!!!

I ordered a cell phone 3 weeks ago (# ********** 3 -order number), a Huawei P20 16GB, the phone is worth R4500. When the package got delivered to my workplace, 1 week later, I felt the box was too light and could be empty, opened it immediately, my suspicions were correct then I immediately gave the box back to the FEDEX driver, hence did not receive my parcel.

Called Takealot to try reach a resolve about the matter and to this day I'm still talking to agents as if the incident happened yesterday, every time I call to follow through, I have to start the story from the beginning, there is no record kept to put the customer at ease, and to give confidence that the matter is indeed being investigated and that they are trying to resolve it. Every agent, teamleader (Melissia Roux) useless useless!! gives the same feedback of promising to call back and following up with the warehouse but no one ever brings feedback, this has been nothing but a draining exercise and I thought it would be the most pleasant purchase but it has brought nothing but nightmares.

At this point I wanted to expose the poor customer complaint that is handled badly and from here on I will move to the ombudsman and my lawyers.

So disappointed :-(