Takealot - ******* Customer Service

I ordered the Medoodi Milan ABS 3 Piece Luggage Set from Takealot as a gift for my friend's birthday. I bought it, as they were planning an overseas trip. Now the item is expensive and comes with a 6 month warranty, so I assumed it will be of good quality and since the warranty is there - everything should be fine. BIG BIG BIG MISTAKE. They used it for one of the weekend cruises away. As per normal on holiday, other people move/cart/transport your luggage and take your bags to rooms/cabins etc. The bag was damaged and then you see its thin and of poor quality. So I logged a return and told Takealot what happend. They said no refund and the warranty is broken as it was user damaged. Firstly I didnt ask for a refund, I said to fix it as the warranty was still in place. I rep**** and said unhappy with their response and they rep**** saying it will be sent to the relevant manager/department. 3 days later I get the luggage back... and Im still waiting for a proper response. Why will we want to damage our own belongings? Does that make sense? I bought the bags as we needed them. So either Takealot protocols/procedures are ******* or the people they hire are extremely dumb and dont understand the concept of luggage... which is to protect your belongings. Because according to them I need to bubble wrap or another suitcase to protect the cheap quality ******* I buy from them. Also if I wanted to buy cheap bags I would have gotten another set from the Chinese Mall which would have been like a quarter of the price. I am EXTREMELY EXTREMELY EXTREMELY angry and upset with this response and customer service. I expected better from Takealot.