Extremely bad service

I am extremely disappointed and frustrated with the service I received from Takealot today.

I placed an order specifically because the website stated same-day delivery. Since the items were urgent baby bottles for my son, I immediately called the call centre to ensure the order would indeed arrive today. During that call, I noticed that the invoice suddenly reflected Wednesday delivery, which completely contradicts what the website showed at checkout.

When I asked the agent (Jayden) to either ensure same-day delivery as advertised or issue an immediate refund, the representative ignored my request, cancelled my order without my consent, and then informed me that an immediate refund was “not possible.” This was completely unacceptable and directly against what I had asked.

I escalated the matter to another agent and waited on hold for 30 minutes before being put through to a team leader (Siya). Siya spent over 20 minutes on the phone with me, apologised, and assured me that the order would be delivered today and that I would receive an email confirming the resolution. I never received that email.

Instead, about an hour later, the same first agent who incorrectly cancelled my order called me again to talk about credit — something I never requested. I told him clearly that I did not want store credit and asked again to speak with Siya. I was told Siya was “unavailable,” and was transferred to another team leader, Kyle.

Kyle then told me that if I want same-day delivery, I must pay again, even though Takealot is still holding my funds from the cancelled order and I have not been refunded. This is simply unreasonable and shows clear internal miscommunication, which Dale himself admitted.

I urgently need the baby bottles today because my child relies on them, and Takealot’s errors and broken promises have put me in a very difficult situation. I should not be forced to pay twice for an order their own staff mishandled, especially after being assured the issue would be resolved.

All I am asking for is one of the following:

Deliver my order TODAY before COB as originally promised, OR

Process an immediate refund so I can purchase the baby bottles elsewhere.

The level of miscommunication, disregard for customer requests, and total lack of accountability I experienced today is unacceptable. I hope this complaint is taken seriously, and that Takealot improves both their communication and their handling of urgent customer orders.