Takealot - Issues aren't being handled

We have so many outstanding support queries and when I ask for an update I don't hear anything. Some of the issues are going back months.
One serious issue we are having is that the packaging of some smaller items are being opened and items have been removed. Clients who have purchased the products receive empty packaging and Takealot has returned the empty packaging to us twice. First of all, this is so bad for our name. Second, we are still having to pay the fulfillment fee, and we are not being refunded for the "lost" items. Not to mention the cost of a removal order collection!
Another issue is that two times over the last month we have received removal orders that were not packaged at all and the items have been completely ruined. Who covers the cost for this? One item was returned last month which had actually been a failed delivery two years ago!