Good Customer Service doesn't takealot

Tersia clearly had no customer service or service recovery experience, and if she has been trained, she is not putting her training to good use. I ordered the Purge Light Up Mask - Purple, by Blades and Triggers to the value of R255 on 14 October so that left plenty of time to receive the order before Halloween. Not only did I receive the incorrect Mask, but also, the one I received does not work - it does not light up. For reference, order number ***

Tersia's advice was to order another mask, hope it got here in time, hope it worked, and hope it's the correct one as she couldn't give me any assurances whatsoever. She claimed that 'the supplier' was in the wrong so asserted that I couldn't hold Takealot responsible. She did suggest that I send back the defected Mask and claim a refund of course, but none of what she suggested would solve my problem of having what I'd ordered in time.

I just genuinely feel that the agent (in this case Tersia) has a duty of service to the client (in this case me!) to do everything they can to solve the problem. This is not remotely what Tersia thought her duty was.

This is the very short version and there's much more to say so I'd be happy to discuss it in more detail with a senior employee, however I will be very surprised (albeit impressed) if someone contacts me because if the service ethic of Tersia is anything to go by, Takealot has just lost major points in my book.