Takealot unable to resolve dispute on product damaged during return process

Completely dissatisfied and utterly disgusted with the level of service received from Takealot. We returned a TV on the 22nd of March as it had a software issue, during the returns process the TV was damaged. Takealot initial response on the 25th of March was return declined with reason “There is visible user damage to your item which voids the warranty, screen cracked.” in so accusing us, the customer, of damaging the item which is essentially accusing us of ***** and dishonesty. Takealot did not consider the courier handling nor their own handling of the item. To date, no evidence can be provided that ‘the user’ caused the damage. There have been ongoing calls and emails trying to sort this issue out. Nearly 4 weeks later, with us sending you pictures etc of the screen in good condition, there is still no resolution. To date, we cannot get a single answer out of takealot and various commitments to call us back have not been met. It is not our fault that Takealot’s return process has gaps that needs to be addressed and making the customer wait whilst you resolve a dispute with your courier is unprofessional and unacceptable. Our loss is to the amount of R 6399 and much more in time. Return number is RRN-bc16-cccf.