Zero empathy in customer care

I purchased my Christmas gifts from takealot.com,nice and early to avoid delivery delays, the items arrive and I wrap them and hide them to avoid them being found by my wife and kids.

On Christmas day my wife unwraps her gift and it is damaged. It is clear that the box has been damaged before deliver and efforts have been made to repair the box with cello tape.

I immediately (while the kids are unwrapping their gifts) log a return on their app.

3 days later they collect the item. The next day I call them to find out what the process is for a replacement they explain they will sms me, I tell them I want to be called, no problem . After a few days of zero communication I call back and am told that the result of the investigation is that I had the item for too long before logging my return request.

It was a WRAPPED CHRISTMAS PRESENT, I logged the request within 3 minutes of us opening it.

I explain this to the consultant on the customer care line, he sounds understanding and agreeable and says he will escalate it.

Later that day I get a short email from him with a link to their returns policy.

I'm hugely disappointed by their lack of care, especially over a Christmas present. They have shown no effort in actual customer care that involves logic and empathy.

I will not take this result, disgusting.