Misleading Sales Practices and Inadequate Support from Takealot

I purchased a Samsung Galaxy S24 Ultra 5G (256GB Dual SIM) from Takealot using a Discovery Insure voucher. The device was delivered on December 4, 2024. However, I soon discovered that the phone does not support Samsung Wallet (Tap and Pay) functionality in South Africa, as it is registered for use in the UAE and not this region.

This critical issue was not disclosed at the point of sale. Selling a product intended for another region without informing customers is both misleading and unacceptable. It directly impacts the device’s intended functionality and renders it unsuitable for my needs.

I immediately raised this issue with Takealot, yet their responses have been frustrating and inadequate. Customer support initially assured me they were working on a resolution but later ceased communication entirely. When the issue resurfaced in 2025, they treated my complaint as though it was about a defective unit, completely disregarding my clear explanation that the device's regional compatibility was the problem.

Despite my efforts to explain the situation, Takealot rejected my return request, claiming the unit is not defective. This response demonstrates a lack of understanding of the issue at hand and a failure to follow the complete email trail detailing my concerns. The problem lies with Takealot's misleading sales practices and failure to provide a unit registered for use in South Africa.

Additionally, Takealot has yet to provide proof of warranty service for this device, further compounding the lack of transparency. Instead of offering a suitable resolution, their actions have caused significant inconvenience, forcing me to rely on my old, broken phone to conduct daily business, banking, and other essential activities.

Roxanne from Samsung South Africa’s live chat support highlights key points with my purchase from Takealot:

1. Region Locking: The device I purchased is strictly locked to a UAE operating system and cannot be unlocked or reconfigured for use in South Africa. This renders the phone incompatible with local features like Samsung Wallet and other regional functionalities. 2. Warranty Issues: The Samsung representative confirmed that devices not purchased from an accredited dealer do not carry a valid Samsung warranty. This means customers are left without the protection or support typically expected when buying premium devices. 3. Lack of Support: In cases like mine, Samsung cannot provide further assistance, and the only solution is to return the product to the seller. This process is time-consuming, disruptive, and inconvenient for customers.

This situation clearly underscores the risks associated with buying high-value electronics from platforms like Takealot, which may source “grey” or regionally incompatible products

I urge Takealot to: 1. Provide a unit that is registered for use in South Africa, ensuring it supports all local features, or issue a full refund. 2. Offer proof of warranty for the device I received. 3. Implement clear policies to prevent the sale of regionally incompatible products without disclosure. 4. Address the poor handling of my complaint by their customer service team, who failed to follow through with promised actions and disregarded my concerns.

Takealot’s handling of this matter has been unprofessional, causing unnecessary stress and wasting valuable time. I trust that this public complaint will prompt Takealot to address this matter with the urgency and care it deserves.