Bad experience with Takealot!

I’m so disappointed! I’ve dealt with Takealot often over the past few years, to the point where I received a delivery on Friday, another one arriving tomorrow, Monday. I went to collect 3 items from them this morning, including a 400g jar of Douwe Egberts coffee which was at a good price. I opened the box at the collection point, to find the jar broken in bits, with the coffee lying loose in the box. There was no bubble wrap to protect it, only a piece of brown paper lying on top. Showed the chap behind the counter, who said we’d need to deal directly with Takealot, he was sorry, he couldn’t do anything. He gave us his name and witnessed us photographing the broken jar in its box. Got home, I contacted Takealot, who said this item is non-transferable, but they’d see if their team leader would make an exception, and if so, did I want a credit, a refund, or a replacement. I said I needed a replacement. I sent the photo to them. Shortly after, I got an email and a WhatsApp, to say they’d collect the item from me, it would take up to 5 days to receive the coffee back there, then they’d do an assessment to see if they’d refund me…! In the meantime, I’m going to run out of coffee, and may be minus coffee and R259 if they decide that way??