WORSE SERVICE EVER!!!!!! TOTAL MESS IN RETURNS DEPARTMENT CAPE TOWN

I purchased an item via Takealot in December. It was a Christmas present and when it was opened and taken out of the packaging, the item snapped. Such poor quality I was super surprised that Takealot sold such inferior quality products. I would have thought that they have standards. But nonetheless, I took the item back to the warehouse for returns. I was told that they would evaluate the item and get back to me within 3 days. 3 weeks later and still no feedback. After many attempts to get feedback, I finally was sent an email that the item was rejected and I can collect it. It was rejected on the terms that I had been negligent. I disputed this as I pointed out that I had not even used the item, that the security tags were still on it and the cord was not even upwrapped. So again back and forth, and finally I was contacted by an agent in returns Cleo, who informed me that she had spoken to management and they agreed that I did not act negligently nor was I at any fault and they agreed to credit my account and collect the item. 2 days after that the item was returned to me. I was shocked and I immediately emailed Cleo and forwarded her the email from Takealot that the item is now returned and the matter is closed. No mention of any credit as she discussed with me. She told me that she would correct this and have the item collected. I now get an email that my return has been logged and that I will be notified in 3 days whether my return will be accepted. I AM ABSOLUTELY horrified. This is ridiculous. Almost 6 MONTHS and this is not sorted. NEVER BY FROM TAKEALOT!!!!!!!!!!