BEWARE OF BUYING ON-LINE FROM LOOT.CO.ZA. ABSOLOOTELY AWFUL SERVICE

It has been an ongoing four month battle to get a refund from Loot. This despite having returned the faulty Bosch Kitchen Machine to them in December 2020. I purchased the machine online on 26 November 20 and returned it to Loot on 22 December 2020 because there was a part missing which I described to them in detail, referring to the hand book. On 20 January one Kelly from the returns department emailed to say that the machine had been sent to the supplier for testing. On 1 February 2020 one Kevin emailed to say that the job was done, that all parts were in the box and that the machine was working fine. On 3 February 2020 I had an email to confirm that the machine had been repaired. On 11 February 2020 i was notified that the machine had been dispatched. I received the parcel in mid February only to find that the machine was still exactly as I had wrapped it in the same paper. It clearly had never been removed from the box let alone tested or sent to the supplier. I emailed the returns department yet again and this time asked for a refund and for Loot to collect the machine at their cost. On 23 February 2020 I had an email back from Kelly to ask which part was missing so that they could ask the supplier to replace the part. Atrocious service since Loot had claimed that they had already sent the machine back to the supplier!! I then phoned and spoke to Kevin who had written to say that the job was done. He then said that the refund of R2299 would be at the discretion of Kelly! Employees are there to implement the Loot returns policy and to abide by the Consumer Protection Act, not to decide on their whim whether to refund or not! Kevin suggested I should email their manager, one Che, if I was not satisfied. I did. No response. On 1 March 2020 Kelly emailed me to send a photo of the missing part as in the handbook so that the supplier can replace the part. This as if neither Loot nor the supplier has a copy of the handbook and despite the fabrications Kelly emailed to me about the supplier having tested and repaired the machine. I was not going to take photos and go through a further useless exercise with this inept employee. I wrote yet again to ask for a refund and for Loot to collect the machine. On 3 March 2020 Kelly wrote to say that Loot will collect at a cost to me of R85 and that Loot will deduct a 15% handling fee of R344.85 plus the R85 from any refund. If no part missing they will send back the machine!! THEY CLAIMED IN JANUARY THAT THE SUPPLIER HAD TESTED THE MACHINE. I have had the use of neither the machine nor my money since 26 November 2020 and have been treated to appallingly bad service from Loot. I still have not had a refund and Loot have still not collected the faulty machine.