Continued Service Failures and Lack of Resolution

MRRN-ZMPQB-QYKP For Order number #***

Good day,

I am writing to formally lodge a complaint regarding the ongoing mishandling of my order, the incorrect item delivered to me, and the unacceptable level of service I have received throughout this process.

I placed an order under my premium subscription, which guarantees same-day or next-day delivery. However, my packages were not delivered within the promised timeframes and instead arrived weeks later and in separate deliveries. This delay alone was disappointing and inconvenient.

After waiting through this lengthy delivery process, I was then delivered a completely incorrect item. Instead of receiving the phone I ordered, I received a Nivea face wash. This raises serious concerns about the packing, verification, and quality control procedures within your warehouse.

On Sunday, 29 December 2025, I personally drove to the Lenasia Takealot Depot at my own cost to report this incident and log a return for the incorrect item. Since then, it has been over a week with no resolution or clear communication provided.

I have followed up daily, going out of my way to contact customer support. Each call involves being placed on hold, transferred between departments, and ultimately running out of airtime. This has resulted in financial costs to me, wasted time, and disruption to my work.

I am repeatedly informed that there is no direct contact number for the warehouse investigation team handling my case, leaving me without any means to obtain a proper update. Today, I contacted customer support again and spoke to a representative named Lungelo, who placed me on hold for over 25 minutes till the call cut! During this time, my airtime was depleted while I listened to hold music, with no resolution achieved.

I would also like to formally question why warehouse cameras cannot be reviewed to verify the packing process and confirm how such a significant error occurred. Delivering a low-value hygiene product instead of a high-value electronic device is not a minor mistake and should be easily traceable through proper checks and footage.

As a paying customer, particularly one on a premium subscription, this level of service is unacceptable. I am highly disappointed and feel disgraced by the manner in which this matter has been handled. The lack of accountability, transparency, and urgency reflects extremely poorly on the service standards being offered.

I hereby request the following: • A clear and confirmed turnaround time for the investigation and resolution • Immediate escalation of this matter to the appropriate department • Written confirmation of the outcome of the warehouse investigation • Resolution in the form of the correct item being delivered or a full refund

Should this matter not be resolved promptly, I will have no choice but to escalate it further through the appropriate consumer protection channels.

I trust that this complaint will now receive the serious attention it deserves, and I look forward to your urgent response.

Kind regards, Lerato Milanzi