Takealot.com customer service is a joke

Busy having such a terrible experience with takealot.com, specifically their return/replacement department and general customer service. 4 months ago I bought an expensive 4k TV through takealot and last week a line of dead pixels appeared on the TV which is a minor issue but was still annoying so since it was still under warranty I decided to return it to takealot so they could replace it for me. I wrapped the TV up very securely in a heavy duty cardboard box and bubble wrapped it very thickly. The takealot couriers came to pick the TV up and said the wrapping was sufficient and said i would get feedback in 2-3 working days, up to this point everything was going well. 2 days later I got an email from the person in the warehouse who was in charge of assessing my TV to see if it warranted a replacement, in the email he sent me he informed me that they could not replace the TV as there was obvious user damage to the tv and also sent photos he had taked of the TV at the warehouse and it was really shocking, the photos he sent showed that the entire internal panel of the TV was damaged as well as the whole of the external screen was completely smashed. The TV was sent in for a line of dead pixels so it was obviously very shocking to see photos of my TV with the screen smashed to hell. The only way it could have received that kind of damage is if something very heavy was laid on top of it during transit or if it was thrown to the ground with considerable force based on how heavily it was wrapped, luckily I took time stamped photos of the TV on the day it was to be shipped so I had sufficent evidence to prove the TV was damaged in transit and not by me before I sent it. I immediately called customer support to complain and demand my replacement or at least a refund, the lady from customer support agreed that it was unacceptable and asked me to email the time stamped before photos so I did, she did not respond to my email for 2 days so i called customer support again and a different lady answered and after searching my reference number said that the warehouse received the email but had not done anything about it,(during this time my now completely broken TV was returned to my house) this new lady said she would escalate the issue to her manager and asked me to resend the pictures to her. That was 2 days ago and i still have not received feedback from the second lady either. Its been about 5 days now since the TV went in and all I have to show for it is a completely smashed tv that cant be fixed and Im out R7 000. At this point it is basically theft on Takealot's part. They might be the biggest online retailer in South Africa but after this experience it must be due to lack of competition because it definitely isn't due to their customer service, their courier service or their warehouse system.