convenient when things go right, but very disappointing when they don't

I've been using Takealot since the days when it was still Take2, back in 2008/2009, so this isn't a review from someone who has only recently discovered the platform. I remember when Take2/Takealot had fantastic customer service, were incredibly helpful, had a great range of products, they would even source products for you and it genuinely felt like a company you could trust. I was actually one of those customers who actively recommended Takealot to other people. I believed in supporting a South African online retailer and would tell people that Takealot was the place to shop. Sadly, I don't feel that way anymore. When everything works, Takealot is convenient and perfectly fine. The problem starts when you actually need help. I've found that customer service has become an automated maze rather than a service where a person can actually get assistance. In my most recent situation, I wanted to cancel an order, but the cancellation option simply wasn't available. The automated help process just directs you back to the cancellation option that isn't there. There is no straightforward way to explain the problem to someone and have them assist you. And this is what concerns me most about using Takealot for expensive purchases. Over the years, I've also become uncomfortable with their returns experience and the uncer*****y around dealing with expensive electronics or other high-value products through the marketplace. When you're spending a substantial amount of money, you need to know that if something goes wrong, there is a company willing and able to make it right. I no longer have that confidence with Takealot. For small, inexpensive items where Takealot is genuinely cheaper or more convenient, absolutely use them. But for expensive electronics or other high-value purchases, shop around first and seriously consider buying directly from the manufacturer or an authorised supplier. You may find the product cheaper elsewhere, but more importantly, you may get much better after-sales service and a clearer warranty/returns process. I'm not saying people should never use Takealot. I still use them myself when they make sense. What I am saying is that I no longer think customers should automatically choose Takealot simply because it is Takealot. Search elsewhere. Compare prices. Look at the supplier. Look at the warranty. Look at the returns policy. And if Takealot is genuinely the best option, then use them. But don't assume that years of loyalty will mean anything when something goes wrong. Takealot has become a large corporate retailer to me rather than the customer-focused company I remember. That's genuinely disappointing after almost two decades of being a customer.