Customer care and service delivery

I bought Chukbok 15 Piece Heavy Bottom Stainless Steel Cookware Set on Takealot on the 29 November 2019 and they promised to deliver my post on Monday 9 November 2019 before 15:00. When i went into their system on that Monday, there was something about my order being lost intransit which i did not understand what it meant so i called them on that Monday. My colleague ordered the same posts sometime last week and her order has been delivered today. Below is the email they sent me:

Good afternoon Asanda Njalo

Thank you very much for contacting Takealot.com

We would like to apologize for any inconvenienced caused.

As per telephonic conversation. The driver is currently in transit with your order and the parcel was lost in transit. I would need to escalate this matter to our relevent department to find out about your order.

Should you have any further queries please feel free to contact us via the help function on the below link :

This was my reply to their email:

Asanda Njalo <***> Dec 9, 2019, 2:47 PM (2 days ago) to Takealot.com

Good day I am disappointed with your service period, maybe this is how you treat your first time customers. I bought these on the 29th November together with a colleague of mine 2min apart and his order was delivered early last week already, maybe its because his been buying from you guys a lot, thats why his order was processed quickly and efficiently. All i want to know is when am i getting my order? you not giving me anything with regards to that. The reason i asked Khanyisa to speak to you is because i am very upset.

I will never purchase anything from you again.

Regards.

They did not respond to my email up until this morning. I decided to call them again this morning to inquire about my parcel, luckly i spoke to Lunga and he advised the same this as per his email above and that they are still investigating the matter. I told him that their investigation has nothing to do with me, all i need is my parcel that i paid for, He told me that He can not give me the date as to when the parcel will be delivered since they are still investigating the matter. I cancelled my order and they were very glad i did so.

I feel like Takealot is accusing me of having something to do with my parcel being lost. Is it because im black that they are treating me this way.