Terrible customer service from Takealot

I ordered an airfryer on the 31 July 2019. On the 19 November 2019 I returned it as it stopped working. There was smoke coming out of it whenever I switched it on. The product us still under guarantee. Takealot then collected the return and a few days later said that they cannot return it due to user negligence. I have been trying to contact someone since then to get more information. I have used it as per the instructions so I don't agree with the reason for declining the return. I email them every 2nd day and they always say they are working on it. We are now in January and I dont have the airfryer or any information. I am a regular takealot client and I'm totally disappointed with the service.