Pathetic service - TV sent back with a cracked screen

I bought a smart TV from takealot in September last year, the TV stopped connecting to the wifi about 3 weeks ago, I contacted takealot to sort the TV out as it was still under warranty. The driver collected the TV, on 14 October 2020 he took pictures of and it was in perfect visable condition,i was notified by takealot that the TV will be sent to the manufacturer and I will be advised if I will get a refund or the TV will be repaired. The TV was sent back to me yesterday via courier, when I opened the packaging i noticed a sticker on the top stating declined. I sent an email to takealot asking for a reason why it was declined as no one contacted me or even advised that the TV is being sent back, I got a response that the TV had visable damage and pictures were attached. When I plugged the TV on the screen was completely cracked underneath yet when I sent the TV in, it did not even have a scratch on it... My husband contacted the driver yesterday and he advised that he remembers collecting the TV and it didn't even have a scratch on it and he did upload the pictures he took onto the system... I am yet to receive a response from takealot as to what will be done about this. I cannot understand how a TV can be sent to them in perfect condition and come back looking like **** and no one can provide an answer as to what happened and why the pictures taken upon collection was not viewed... This is the most pathetic place to deal with or buy anything from, no one will even bother to contact you telephonically, they only correspond via email.... I will never buy anything from this pathetic place again and I suggest that no one else does either...