Waste of time due to not reading customer request

I inquired of Takealot if they could assist me in getting repairs for a tablet I bought through them, and subsequently dropped and cracked the screen. I was upfront with the details. They told me to submit a return request, which I did, and the item was collected from me, but I then had to follow up a week later to get feedback, only to be told that they could not assist me because the screen was cracked. The whole process took two weeks for them to tell me something I stated upfront, both in my correspondence and in the comment/description of the return request. Why did they not just say they couldn't help me get the item repaired, and tell me to contact the manufacturer directly?<br> <br> I then asked repeatedly for a complaint procedure so I could draw management's attention to the gap in Takealot procedures that allowed them to collect a return they should never have processed if they can't help me, but was ignored. I would appreciate complaints contact details so that I can forward the relevant correspondence to, so that this frustration can be avoided in the future.<br> <br> I am normally very happy with Takealot, but this has been unacceptable.