Horrible returns policy

In April 2023, I bought 12 glasses that I wanted printed as a special gift. When I opened the box on delivery, one of the glasses were broken. I immediately sent and email, bought a new glass and had the set printed in time for the birthday it was meant for. I received and e - mail response from Takealot that I had to go online to "complain". There are very few options to choose from and I also struggled to get my complaint logged. Collection of the broken item was arranged by Takealot Courier and once it was received, they said that need the "accessories" back as well to make the replacement. I explained that I can no longer send the other glasses back because they have been printed and gifted. They returned a new glass that was also broken, or maybe it was the original broken glass. I logged a broken item replacement thingy on their website again. Again they fetched the glass. Again they wanted the "accessories" . Again I explained. Today they delivered a broken glass again. This is getting ridiculous. Their staff and way of working is costing them more money than just replacing one glass would have. And it will be a long time, if ever that I purchase anything from them again because they have lost my trust. I know that to a large company like that, losing one customer will not hurt, so why would they care? This is endlessly frustrating.