First and last purchase from Takealot

I placed an order (order number ********** 7) on the takealot app, which has a massive problem with freezing during checkout (I am running a Sansung Galaxy S8 so please do not bother saying it is my phone causing the app to freeze. I have over 100 apps on my phone and the takealot app is the only one that has an issue of freezing). I eventually completed through the checkout until after the 3D secure was processed, and then once again the app froze before giving a payment confirmation page.

I then immediately phoned my bank to confirm that the transaction had been processed on their side, as the money had left my credit card account. I then tried to get the phone number for takealot's customer service and the phone number is just as non-existant on their website as their "service" is after I eventually got hold of their number by going through various forums after a google search. This alone is insulting that a customer needs to search through forums to find a contact number for a company they have purchased from. It is like saying a huge "F@%# YOU" to customers who may need actual assistance without the slow process of back and forths via email.

Eventually after finding the number ( ********** 000) I spoke to Zandile Hashe, who said I must forward proof of payment for them to verify the payment. I then contacted my bank (Nedbank) again and they explained that until the merchant (takealot in this case) actually banks the payment, it will not appear on my statement and there is no proof of payment that can be given before the payment is banked by the merchant. For online transactions, even the card issuer (Nedbank in this case) cannot see where the payment has gone to until the merchant has banked the payment. They can see the money has left the account and that the payment was authorized, but no more than that. They explained further that I must contact the merchant (Takealot) and speak to someone in the finance department who will understand the procedure that Takealot must contact their merchant bank and obtain the authorization code from their merchant bank to show the payment has been authorized and paid.

So I called Takealot back again and this time spoke to a lady named Lisa. I asked to be transferred to finance and was declined, stating that she will assist me. I explained the situation and that there is no proof of payment on an online credit card trasaction until the merchant has banked the payment and explained exactly what Nedbank told me about their finance department needing to contact the merchant bank to obtain the autorization code. The response I get was "have you sent the proof of payment". Obviously she had not listened to a single word I had just said to her.

I asked her to please put me through to the finance department as they will know what must be done and she doesnt know what is going on or how a credit card payment is processed. She then tells me that finance do not have phones in their offices. What a joke. Does she really expect anyone with half a brain cell to believe that the finance department of a large company do not have phones? That is insulting a customer's intellegence to think that anyone will believe such a load of hogwash.

So takealot customer service, (and I use that term as an oxy***** as the words customer service, when in reference to takealot, are just as big an oxy***** as the term Government Works) does not have phones according to the takealot website (a customer needs to dig and search to find that there are phones to contact). Now I am told that their finance department also apparently do not have phones and will email me by close of business. I said that I expect a PHONE CALL from them, NOT an email. Well, close of business has come and gone, and as expected, no phone call, no email, no customer service. My order still says "awaiting payment" on takealot, and the money is gone from my account. Apparently no way to speak to the finance people who MIGHT actually know what must be done because of the department's apparant lack of knowledge in how to utilize a telephone.

Now I assume my order wiill also be delayed due to the faulty app which freezes so often, and due to the refusal of being able to talk to soemone who might actually be able to assist.

From start to now (i cannot say start to end as the end is not in sight) this has been an absolute nightmare and I am disgusted by the lack of a transparent contact number on their website, the refusal to be put through to the people who may be able to assist me (finance department) with the utter lie that "they do not have phones" and the non-existant customer service. It is disgusting that this company thinks is has gotten so big that they no longer need to care about their customers. The solid business philosophy of "the customer is always right" has obviuosly been flushed down the CEO's solid gold, diamond encrusted toilet in this company.

This is the first and last time I will ever purchase from Takealot.com and I will definitely be spreading the word around the forums (many of which I am a long-standing and respected member) as well as on social media and warning people not to touch Takealot.com with a 10foot barge pole as it is not worth the huge frustrations they will receive if they need assistance.

I will also be posting Takelot's phone number all over the internet to make it much easier to find when other customers are looking for it, as I am sure many customers have has the same issue in finding the phone number due to it not being available on the takealot website AS IT SHOULD BE IF THEY WERE SERIOUS ABOUT ASSISTING THEIR CUSTOMERS.

I will also be supercharging this review so as to gain maximum exposure and get the message to as many people as possibe as people need to be warned about this company's utter lack of service or care for their customers.