Takealot breaks packaging collection

I went to the takealot wharehouse to fetch my project so that it could be convenient for me to receive it quicker, yet the security goes and breaks by package as she checked it and then I sent in a complaint and I was rep**** by email that it is not true. They say as per the footage that she did not break the box, however I clearly saw with my own eyes that she made a hole in the box instead of open it like a normal person, she could've just opened it but no she put a hole in the thing. Rediculous, and then they still go and lie about it, no this is unacceptable.