Vacuum arrived with broken wheel and hole in the drum after return was rejected

My vacuum cleaner, which I bought of Takealot less than a year ago, just stopped working after tripping my power. The vacuum is still under warranty so I thought I would sent it back to get replaced or fixed.

I then received an email stating that the vacuum wont be replaced due to the following: "damage arising from a failure to adequately care for the product" with pictures attached of the vacuum and that the product will be sent back to me. I tried to contact them to get an understanding how I didnt adequately cared for the product and also of how a electrical issue can be caused by failure to adequately care for the product. Also, I dont understand why pictures were attached as they were images of the vacuum with barely a mark on them and only a bit of dust in the drum? I have now spoke to three different people at Takealot and no one can help me with this issue. I receive emails after I call them stating that they will follow up but nothing happens and I have to call back and go through the same process again.

The worst part is, the vacuum arrives at my house, after the return has been rejected, and once of the wheels are broken off and there is a massive hole in the drum making it impossible to repair the product. It has been almost a week now where I am waiting for feedback from the warehouse team (or so I am told) to provide feedback on the issue.

This is very very poor service and it seems like no one can actually help me with this issue. Emails get sent but no one ever responds or provides feedback, I always have to be the one that calls them and then still no progress has been made. Hope this can be resolved soon.