Lost return

Purchased a laptop for my younger sister. The screen ended up opening up on the side and I logged a return. Someone from Takealot came to pick it up and they went to assess it. They later said it was not a factory fault and damage was as a result of usage so they could not replace it or refund me. They said they would return it to my sister. Weeks pass by and no sign of a laptop. When Takealot was contacted they said the laptop was returned and signed for by Person A at reception, however no Person A works at reception. It's been weeks and Takealot cannot tell us where the laptop is.