Bad service

I've received many years of excellent service from Takealot, until I had to return an item. Earlier this year I purchased a cellphone, which worked fine for a short while. When I wanted to switch it on for only the second time, it just didn't want to go on. I returned it on the 4th of December and according to the tracking details, the return was declined the same day and concluded the next. On Monday the 14th I phoned to find out what was going on with regards to my return. The operator informed me that no fault could be found with the item and via e-mail:

"Please be advised that I will have to escalate the matter to the returns department and once I have gotten feedback I will revert back to you."

I also asked for an explanation from the person who inspected the phone for an explanation how they were able to switch the phone on.

Till date I've received no further feedback.