It's not how it starts, it's how it finishes

I see that Loot.co.za's profile here on Hellopeter is an absolute train smash, but I would like to balance matters somewhat by relating my own recent experience. Let me add upfront that I have been ordering from Loot for many years now, and have never had a lasting issue with them. On those occasions when things haven't gone completely right, and there have been a few over the years, they have always responded by correcting matters - including cancelling orders and refunding me without hassle. They have even given me R50 vouchers on several occasions as an apology for errors on their part (although that seems limited to situations where items that I've ordered subsequently turn out to be no longer available).

Anyway, with my last order during the runup to the 2020 Christmas period, I ordered three items, but only two of them were included in the parcel delivered to me. I sent several emails to them to query the missing item, starting from 30 November, but all of them were seemingly completely ignored - I never received even an acknowledgement, let alone a response. So at that stage I was in the same camp as the vast majority of the reviewers here regarding my opinion of Loot.

Then out of the blue on Saturday 9 January, however, I received an email from Loot's customer service team about the issue, asking for a copy of the packing slip. Fortunately I still had it to send them. Two days later (yesterday) I received another email, stating that they had found the missing the missing item in their warehouse, and were shipping it to me. I duly received it this morning.

So in short, Loot haven't survived as long as they have by being a one-star organisation. Yes, they did drop the ball over the Christmas period last year in seemingly many instances, for whatever reason, but my own faith in them has now been restored. Their unblemished record with me over probably some 15 years of ordering from them thus continues, in terms of me never having had a (permanent) negative experience when buying from them.