Complaint Regarding Non-Delivery and Poor Customer Service

Order number:***

Dear Takealot Customer Care Team,

I am writing to formally express my dissatisfaction with the poor service I have received regarding my recent order placed on 16 January 2026. I purchased several items, including a Brazilian human hair frontal, which was not delivered with the rest of my order. I only became aware of the issue after noticing that not all items had been delivered. I later found an email dated 30 January 2026, informing me that the item was out of stock. The remaining items were delivered on 2 February 2026. I am extremely disappointed that no one made an effort to contact me telephonically to inform me that the item was out of stock. This lack of communication is unacceptable. What is even more concerning is that the same Brazilian human hair frontal is still being advertised on the Takealot website. My question is: if the item is still being advertised, why was my order not fulfilled? On Monday, 2 February 2026, I contacted your call centre and explained the situation to one of your consultants. I requested to speak to a manager, but I was informed that there was no direct channel to transfer my call. I was assured that an email would be sent to a manager and that I would receive a call back. To date, no one has contacted me. I called again today at approximately 11:13 AM, once more requesting to speak to a manager. The consultant insisted that I continue the conversation with him. When I refused and repeated my request to speak to a manager, the consultant terminated the call. This behavior is completely unprofessional and unacceptable. I am highly disappointed with how this matter has been handled, from the lack of communication, the misleading product availability, to the extremely poor customer service. I expect this issue to be escalated urgently and addressed without further delay. I would appreciate a prompt response, including a clear explanation, a resolution to my missing item, and feedback on the conduct of your customer service consultants.

Yours sincerely, Lebogang