Takealot refused to pay me back after they broke my TV

I bought a brand new Samsung 58" TV from takealot on the 12 January 2021. And on the 10 February 2022 the TV around 22h00 just went blank, didn't want to switch on or anything. The following morning I called my insurance company and they told me that it's still a new TV and I need to claim it under warranty. I then called takealot about the problem which they came to collect the TV on the 11 February and they told me that unfortunately they cannot receive the TV without a box so I need to get a box first. On the 16 February I managed to get a box and logged another request for the return which was collected by Jerry on the 17 February around 14:57. I didn't close the box when Jerry collected the tv as I was advised by a takealot customer service agent KimG to take pictures of the TV before it leaves my house and to show the pick up driver which I did.

I didn't hear anything from takealot from the 17 February until I called on the 21 February they were still not sure a to where the TV was and I was told it's undergoing assessments by Kristy K who told me she will escalate the matter and they will get back to me on that day and I heard nothing from them. The 23 February again I called and DaleD told me it's in the warehouse and they will get back to me. To my surprise I receive a message from Sabelo takealot that my return was not successful due to the fact that the TV was broken and they cannot assist me further, you could tell the tv experienced a fall of some sort. I responded with proof from pictures I took of the TV as it left my house that when I sent the TV it was ok. And I never got a response from that agent. I later made a call and I spoke to Sasha Leigh who assures me that she will escalate the matter and if I could send pictures as proof which I did. And up to date nothing from her.

I later called on the 25th February and I was frustrated of taking to different agents. I asked to be referred to a supervisor which I was told there's no supervisor available to assist me. But they will definitely get back to me. And that was another agent my the name of Munro Richard.

On the 28th February I make a follow-up call again OlwetuN assured me the matter is being handled as they have logged a new record on the return meaning they are dealing with it. Around 10am I get a call at my gate it is the broken TV back to my house and they tell me they can't assist me with all the proof I've sent. I didn't receive the tv and asked the driver to take it back to takealot as I will not take it back.

All I want is my refund from product as it took me 3 weeks without any help from the company. Their service is the worst service I've ever received from any company.

Please assist in this matter