Return not resolved

The service received from Takealot has been uncalled for on return MRRN-QA7JN-PZZB. I've been taken back and forth by their consultants via email I even tried to call but I was placed on hold for over 12 minutes without the agent breaking the hold not sure its because I requested to speak to a supervisor but I was not helped at all, she just took my return number and placed me on hold the worse part my phone has a cracked on the screen and they received it without any dents / cracks and they want me to pay for the repair of the phone. The damage was not caused me cause if I pay for the repair automatically my phone will be out of warranty because of the crack they just shifting the blame on me I fail to understand how they accepted to repair the phone is they received it with a crack as their warehouse received the phone first and was suppose to evaluate it before sending to the supplier someone crack my phone and Takealot does not want to take responsibility of their actions