Internal disputes at the cost of the customer

I ordered and paid for a mattress on the 11th Sep 2019. A week later, i was informed that my order is cancelled due to no stock being available.

On the 1st Oct 2019 I received another mattress ordered with the credit for the previous order. Unfortunately, the mattress was the wrong size and I logged a return. Not wanting to waste time, I called the call center to try and arrange an exchange instead of a return as I just wanted to pay the difference and receive the correct size.

Takelot assured me everything was in order, but replaced the mattress with the same size mattress. I logged another exchange. The second mattress was collected by Fedex at 17:30 on the 10th Oct 2019.

Fedex sent another driver to collect the mattress on the 11th Oct 2019. Concerned, I called takelot and was told the mattress was not yet logged by Fedex at the warehouse. The following week several other drivers arrived to collect the mattress, including the driver who had collected the mattress the previous week.

I called Takelot and asked them for feedback and was told the mattress was not yet received by their warehouse and they would give me feedback. I even sent the cell number of the driver who collected the mattress and explained the same to Fedex who kept calling to collect the mattress.

On the 18th Oct I called Takelot again. This time the call center told me they had spoken to their manager and expedited the process and I would receive credit by no later than the 22nd Oct 2019.

On the 29th Oct 2019, with no credit received or contact from Takelot, called the call center again. I asked for a refund this time and the consultant said they would follow up with the warehouse and credit would be received within 48 hours. After having lost trust in all the empty promises, I asked to speak to the manager. The manager on duty informed me that the mattress has not yet been received by the warehouse and that this is now an internal dispute between Fedex and Takelot.

I asked where this leaves me as I am without the money paid for the mattress or the mattress and still have no answers as to when I would receive my money back. I was simply told, sorry I can't help you, these are our procedures.

I now have to talk to the complaints department. ***

Disgusting!

Not one person from Takelot has bothered picking up a phone to speak to me.

I will never buy from you again