A Company Bereft of Human Connection

I have two issues I'd like to raise that have caused me frustration with Takealot recently.

Firstly, their coupons on the Mr D app. Most of the time, they'll advertise a special with a coupon code that can be used at checkout, but when you want to use it, you get a message saying the coupon has reached its usage limitation. Imagine how frustrating this is - you log on, see a special, get excited to order something and then get that negative message when trying to use the coupon. It sours the whole experience. If there's a limit on the number of coupons per day, Mr D should remove the verbiage advertising the special once the limit has been reached. It's extremely misleading, and certainly can be considered false advertising if taken up with the ombudsman or ARB.

Secondly, to make the whole experience much worse, the Social Media team handling Takealot and Mr D's complaints are poor customer service agents who, more often than not, don't read complaints properly and respond with generic, copy-and-paste messages. You're dealing with a person, but you feel like you're dealing with a robot. I can't count the number of times I've had to ask them to re-read my complaint, after which they blatantly ignore me and I'm unable to get any feedback. You only need to look at my most recent complaint via Facebook Messenger to see what I mean - multiple follow-up messages just get ignored.

This is really disappointing, knowing that the people who are supposed to assist you have zero sympathy for the company's customers, and no drive to solve problems. Sometimes all a customer needs is to be acknowledged and to be heard, as well as a bit of reassurance that the problem will be looked into. You won't get this with Takealot.

A company's longevity is only as good as their service, and Takealot's is shocking.