Return of faulty Goods

<p>I have used Takealot numerous times over the past few years and previously considered them to be one of the best companies in South Africa for their customer service. I was initially very wary of buying online as there is no face to face contact in case things go wrong. It has now shown me that this is a valid fear. When buying from a retail store and you return a faulty item there are normally no questions aked and are given either a replacement item or a refund. This is not the case with Takealot. I bought a top quality suitcase from them for use in overseas travel, and after 6 months (2nd time I used it) the wheel broke off during my travels and I received it from the airport collection minus a wheel which caused me great inconvenience. On returning I brought this to the attention of the faulty goods returns process and after collecting my case I have only received an E-mail stating"Please be advised that our warehouse has declined this return due to visible user damages on the item , Kindly note user damaged items voids the warranty of the item ,(After 2 months, they did not even return my suitcase.) . I have travelled extensively with many inferior quality suitcases and this has never happened to me before. I feel that I will have to return to buying from retail stores again as they provide guaranteed service with regards to defective items.</p>