Disappointed with Gerald's Service - Terrible

Item: takealot.com
Rating: 1

Firstly, I want to make it very clear that I am generally very satisfied with Takealot's Customer Services and their Store. I really enjoy using it and the convenience is phenominal. HOWEVER, recently I have had a rather rough time with an issue. I requested to return an item, which is no problem. I requested to be refunded to my card. Later on (due to another order I need to collect from them) I changed the refund to credits on my account. I called Customer Services and I was advised that it is not a problem and that they will credit the amount to my Takealot Account instead of back to my Credit Card. I expected everything to go well and the refund credits to go where I wanted them as this is what I was promised. Lo and behold, when they processed the return, they did not credit my account but sent it back to my card instead. I wanted to use the credit to buy more things to go with the order I already had and to collect it all at once. Now, I have to wait a week for the funds to get back to me. Gerald promised me a 15% gift card of the order value R 379-00 x 15% = R 56.85) and I agreed to this. We settled the matter amicably. I have to go and collect twice from them and use my own fuel money, so I thought that the refund is fair enough. When they credited my gift card, they credited me with only R 30.00. This is not what was agreed upon. I was told it would be 15% of the order. Upon calling them again and speaking to Gerald, he advised he made a mistake and it is only 10%. As you can see, evidently, there seem to be some mathematical problems here. 10% of R 379.oo is not R 30.00. I feel that on two occasions, one with their Customer Services Team telling me that they changed my refund from card to account and then this gift card with Gerald (who claims to be a manager) I have been **** to and that I am being mislead. I am very unhappy about this as it seems that you do not care for your customers. As said at the start of my complaint, I am happy with Takealot, however, after this whole fiasco my confidence in your brand seems shaken. You have a great site and a great team at your warehouse and delivery. Customer Services seems to need some work. 1. Don’t lie to customers. 2. Know what the system limits are (refund options cannot be changed, even though I was told it was changed) - rather tell me no, it cannot be done. Do not promise one thing and deliver another. I hope that someone will sort out my gift card for all this inconvenience and trouble - as promised - with the 15% I was told by Gerald over the phone.

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