Theft during returns

I am not sure what is happening with Takealot. I ordered a yoga mat and a pram was delivered. They did first tell me that the product was no longer available, only because it was no longer on special. But that is a small issue that was resolved, eventually. I order a Samsung Core A3 that clearly stated "Open to all networks". I had already received a network locked phone from Incredible Connection so I was very aware of this. There was no indication on the Incredible Connection site that it is network locked. When the order from Takealot arrived, there was no sticker on the box as with Incredible Connection but the phone was still network locked. At first Takealot said they have to get in touch with the supplier first and once they have confirmation we can log a return. Nothing happened. So I phoned again and logged a return. The return was rejected because they said we didn't return the headphones. Two of my team members packed the return and the headphones were definitely included. Very puzzling that the driver who collected the return took a photo of the box without the headphones when he was outside and not in the presence of any of my team. I have been battling with this since the beginning of April. Whenever I phone I get promises that the matter will get urgent attention and that I will get a call from management. Nothing happens. I phones this morning and after 20 minutes of waiting my call was answered. I asked for the complaints email or a manager's email address and remarkably those don't exist. I am at my wits end!