Horrible service from returns department

I bought a House of York washing horse about 3 months ago as our previous one lasted us almost 3 year but finally gave in. The line then ended up breaking not even 2 months later as a ***** came loose and the balancing pole came out and it kept falling over.

I then returned the item to Takealot at the start of May to have it replaced under the warranty. To which I got an email from Kennedy S on the 16th May saying my return was declined due to negligence because a ***** coming loose is my fault and also the chip at the bottom due to it falling over was also my fault. I explained the situation clearly but they still said nope it’s negligence.

They then said it will be returned to me via DHL and a month later it’s still not been returned. According to DHL they attempted to deliver the line twice but was unsuccessful which is a lie as I work at home and live in a secured complex so security would have recorded the were here, yet no record of them coming to the complex.

I then emailed CS multiple times getting no response from both Fayzel S and Mishka F on what happened to the item. I finally then got a response from last week from Vuyolwethu MH saying the item was tracked down and was shipped on the 31st of May as confirmed by the branch but a week later I’ve still not received the item.

It’s honestly disgusting service for an item that’s still warranty and also having to constantly follow up on where the item is.

If the item is not returned in the same condition it was sent to you and I have pictures I took and pictures you sent to me then I want it to be replaced or refunded.

If not I will be laying a complaint at the ombudsman and they can take it further with you!