Takelot FAN purchase

We bought from Takelot for years. We were always so satisfied.

BUT NOW. I bought 2 fans(first in December 2019) and the second one few months ago. The second one broke. I logged a return. Takelot came to fetch it. I put ALL the parts/components in TWO(2) bags. I did it very precisely. NOW ON RETURNS I SEE WAITING FOR OUTSTANDING PARTS. Takelot do not mail me. Takelot do not phone me. I cannot mail them a pitchure of the correctly marked 2 bags. What can I do more do finalise this RETURN.