So confused

On the 1st Sept 2024 I logged a return for my Air Fryer which had developed a crack on the top left corner (yes, still under warranty). It was duly collected the next day by Takealot (kudos to you there guys), and that's when the ping-pong started. Fast-forward to 30th Sept 2024 when I received my device back (notable damage to the box), as I said to the Agent, it looked like my boxed device had been used in the Mbombela Rugby match. I got home and opened the seal on the box only to find the entire locking mechanism on the basket damaged (I called Takealot immediately and supp**** pictures). This has been an extremely rough Roller-Coaster ride since. Fast-forward once again to 10th Oct 2024, Takealot have agreed to replace my device (5 stars there), but, I keep getting emails to return it to some place in East London (I'm in JHB, close to Edenvale). I have now just recently hung up the (unanswered) call to Takealot Help Centre (12min 51secs), and still have absolutely no clue as to how I proceed forward from here??? And still without my Air Fryer...:-(