Charging Collection Fees Unfairly

I urge you to add value to the Takealot customer experience by bringing the following suggestion under the attention of your ICT Business Analysts, System Analysts and Developers.

There is a gap in your service offerings that need to be addressed. My original order contained three items and the total value qualified for free delivery. Unfortunately, the order of the one item was cancelled by Takealot due to unavailability.

In the notification email, I was given two options. • A refund of the amount of that unavailable item • A credit towards my next purchase

There is, however, a third option missing.

• Order a replacement product that is available

The latter situation app**** to me. Because I needed the product, I had to search for a similar product that would meet my requirements. I found a slightly more expensive one but the value of the one product without the other two was less than R650.00.

Whereas the original order qualified for free delivery, this single item left my with two delivery options only.

• Pay R75.00 for delivery • Pay R35.00 for collection

In this scenario, the unavailability of the third product was an oversight on the part of Takealot and as a customer, I had no control over this. I ordered the item in good faith that since it was up for order from Takelot, my order would be successfully processed.

In my opinion, it is unfair to expect from met to pay for a replacement even when the value is below R650.00 because was the replacement item part of my original order, I would not have to pay anything for delivery.

In the spirit of excellent customer service, I appeal to you to offer your customers a third option to replace an order that Takealot cancels due to unavailability without charging them anything for either delivery or collection in the event that the item originally did qualify for free delivery or collection, since the value of the collective order exceeded your requirements for such.

As a gesture of goodwill, I respectfully request that you credit my account with the collection fee amount to be offset against my next order from Takealot.