Faulty ALVA Infrared Heater Received – Request for Immediate Collection & Refund

I purchased an ALVA Infrared Radiant Gas & Electric Dual Indoor Heater on 20 May 2025 via Takealot, and it was delivered on 26 May 2025.

Upon unboxing the item, it was immediately clear that the heater had been used or tampered with. The box was sealed with multiple strips of sellotape, the heater was missing its legs and several *****s, and the few *****s that were present were placed in a used Ziploc bag. This is completely unacceptable for a product sold as “new.”

I attempted to log a return on Takealot, but received a message stating:

“Takealot does not facilitate any manufacturer returns, please contact the manufacturer directly for any warranty claims.”

Following this, I sent an email on 10 June 2025 with all the necessary return information to ***, only to receive a bounce-back error stating the domain could not be found. I then forwarded the same email to *** and ***. I received an automated reply from Kim Green (Admin Manager) stating she would return on 12 June. I followed up again on 17 June 2025 with no response.

I then called *** on 26 June, no answer. On 04 July, I managed to speak to a customer care agent who acknowledged receipt of my email and requested the invoice and collection address. She assured me that a waybill would be processed and I would receive a confirmation email. Nothing happened.

On 08 July, I called again and was told the same story that I would receive the waybill via SMS and email. Again, nothing happened. On 14 July, I spoke to another agent who said no waybill had been processed and that she would capture it. I then received an email requesting my cellphone number, which I provided immediately. Still, no further communication has been received.

It has now been nearly two months since I purchased a heater that I cannot use. Your customer service has been absolutely appalling filled with empty promises, miscommunication, and no action. The handling of this matter has been unprofessional and frustrating, to say the least.

I am demanding the following without further delay: - Immediate collection of the defective heater. - A full refund for the item.