Lack of after sales services - Take our money but don't help afterwards

Dear Takealot,

We have been loyal supporters of your platform for many years. Last year we bought a new microwave from you. While still under warranty, the motor stopped working, causing our food to burn and my microwavable bottle sterilizer to melt. We sent it back for repairs. After almost 4 weeks (where we had to follow up) we were told it was repaired and will be sent back. Please keep in mind that I have a baby whose bottles needs to be sterilized and whose food needs to be warmed up. When it was delivered, the box was sealed. Upon opening, and unwrapping the bubblewrap, the panel on the right was loose from the microwave. We immediately informed you of this, with photos. I also sent a message on Facebook, where I was told you cannot assist me because my husband is the account holder. We sent the microwave back to the collection depot with the request that you refund us, so we can buy a new microwave and today got feedback that you will not, as there is visible damage. I find this completely UNACCEPTABLE because: 1. WE informed YOU that there was visible damage, in a timely manner, with photo evidence. 2. The microwave is still under warranty 3. You are REFUSING to speak to a customer in person to resolve the matter and answer emails every second day, prolonging the entire process and keeping us from buying a new product that works.

Please let me know how you will proceed from here, as the impression I have now is that you have NO after sales customer service or any intention to finalize complaints/returns.

Order number: ***0 Return Reference: MRRN-5A9V9-JYO7