Take alot Air fryer

Hi, I purchased a Philips - Avance Collection Airfryer XL - Black from takealot on the 24th March 2020, last week it started making a noice when it stopped and when we used to open it, i went onto the Takealot wedsite and did a return there, after 2 days they sent Mr delivery to collect it, i have put it the in a packet that the air fryer came in and put it in the same box as well, the collected the air fyrer on the 3 March, today the 5 March i get an email from Tendani Tshipota (Takealot.com) saying that my request was declined for the following reason and she sent me pics of the air fryer where it is all broken, which is not true, when i sent my Air fryer it was still as good as new. My ref no: RRN-683F-8123. I am soooo dissapointed.