Takealot seller service

Highly disappointed in their service and lack of care for their sellers on the Takealot platform. We needed to collect an item which has been damaged and cannot be sold, (totally understandable). However when trying to log a collection of this item it says there is nothing to be collected? How is that even possible??? We have emailed them and we’re told that an agent will contact us from the 15 June 2021; we are still WAITING….. Then when you try to phone them and explain the situation, you get the instructions on what to do, we follow each step and it still says nothing to collect??? And Takelots operations answer is “I don’t know then”..