Exchange from hell

On the 22nd of September 2021 I ordered 2 x Large maternity jeans for my wife on order ***5.

On the 2nd of October 2021 we received our order and found the 2 x Large jeans were too small. I proceeded to book an exchange ref MRRN-c6q78-kja6 – THIS IS WHERE THE PROBLEM STARTED.

Firstly, on the app, when booking return, there was no option for “item to big or small” so I selected “Damaged item” as this was the closest. I then selected exchange. BIG ISSUE was the quantity next, THERE WAS NO OPTION TO SELECT 2 items. So I proceeded to book the exchange on 1 of the two jeans and in the description I stated clearly that 2 of these jeans were purchased in large and that I would like to exchange them for Extra Large, BOTH OF THEM. This must have never been read, as I can not see anyone misunderstanding this?!

I then tried doing the same for the second jean and the app told me a return was already booked for this item. I left it there assuming all is good…how wrong I was. On Monday the 4th of October at 13:22 the courier company came to collect only the first pair as they said they are not aware of a second item, I have surveillance camera footage of this collection. I then proceeded to speak to Mihlali.R at Takealot call centre, who confirmed that they would be collecting the second pair, She also confirmed that the description of my return was never read. She also confirmed our conversation via email @ 13:34 on Oct the 4th 2021 On the 5th of October 2021 @ 10:05 I received an email from Tamara M at Takealot, confirming collection of the second pair on exchange ref number MRRN-c6q78-kja6. The second pair was collected on the 5th of October @ 13:02 (again, I have camera footage). I rep**** to Tamara M’s email asking them to consolidate both jeans at the warehouse and send the 2 replacement XL jeans with one delivery. Easy right? Nooooooo.

I received an email from Takealot on the 7th of October at 07:48am stating that the replacement order, now on order number ***5 is on its way (Yeaah). We received the replacement order on the 15th of October… 1 jean only and again a Large ???!!!!

So we proceeded to phone Takealot again, and spoke with Zethu.S who confirmed call via email at 12:42 on the 15th. She stated that they should have booked the return under two different numbers, but she will escalate the second jean “search squad” (as no one seems to know where it is now). And she rebooked the collection of the newly received incorrect sized jean on ref MRRN-D5kp7-9z4j. At this stage I requested a refund of the R798 for the two jeans as it seams that my wife will have given birth by the time this issue is resolved, nullifying the purpose of these jeans. This pair was collected on the 18th of October @ 11.56.

It is now the 20th of October; 2 days shy of a month after original order. I have today received refund for the one jean for R399 BUT NO ONE can give me any feedback regarding the second pair of jeans collected from my house on the 5th of October.

After numerous emails and calls to Takealot, requesting to speak to someone higher than a call center agent, I have been ignored. Thus my post on Hello Peter, Takealot, I urge you to look at my purchases with you over the last 12 months (and even as far back as Kalahari days) as a private individual and ask you to sort this out, or loose a customer.

You’re decision?