Takealot's bad service regarding warranty products

The service of takealot regarding returns is very bad. I ordered suitcases for our Malidives trip and receive the suitcases. On my Maldives trip the handle of the large suitcase broke and this is the first time using the suitcase. They are still under warranty, and I sent all the suitcases back to takealot for them to review it. They let me know that it is declined and there is not a reason given to why. My suitcase was underweight as we used the seaplane and the weight allowance for the suitcase was 20kg. Until today I never even received the suitcases back, but I have paid R2400.00 for them. They kept all the suitcases and I keep on sending them mails regarding this with no assistance.