Worst Return service (policy)

Takealot has left much to be desired as I logged a return request but rather one that would replace my product as they did not handle it with care and broke one of my bottles. I then opted to take it back as soon after logging the request to the pickup point however I was told to go back home with the purchased product as their system did not reflect the reference number. I have sent inquiries and None seem to be giving a resolution instead I receive feedback about how apologetic they are about the inconvenience but they cannot do anything. I mean how can I be given a reference number but can not do anything with it this has revealed how unprofessional they are because if their call respond time(resolution) is more than 24 hours then they need to work on their customer service considering its their fault not handling my product with care. This is seriously a concern if it means that when a customer had logged a return as soon as they received the product but now has to be sent from pillar to post to get it replaced.