No refund on shipping fee, on wrong item delivered

Hi there

On Thursday 17th October we placed the order ***9 at a total cost of R2850 (excluding eBucks) . We ordered a Volkano Roll-Over Series Laptop Satchel at a price of R245, and paid the delivery fee of R95, to have it delivered on Friday 18th, as this bag was intended to be a gift. The issue is, my girlfriend is currently on leave (starting today), and last week was her last working day. The delivery was important as she works at the Waterfront (the delivery address), and we live in Houtbay. The delivery eventually came, but the wrong bag was delivered (Kingsons K8842W). We logged an incident with your call centre, and asked that we get the bag swapped for the correct bag, and also to get a refund on the delivery. The incident was then escalated to the call centre team lead, who then said that we unfortunately could not get the refund on the delivery, as the delivery was made, despite the incorrect item being received. We then asked for the correct bag to be delivered to HoutBay, but we were asked to create a completely new order, as the delivery address could not be amended. Why should we create another order, and still lose the R95 on the incorrect delivery? We would essentially be giving away R95 for your mistake, not ours.

Can we please have this corrected? Either refund the R95, or give the bag to us at a lower price, to make up the difference. We are extremely disappointed as we don't usually pay for delivery, as we rather opt for the free option. This has left a bad taste in our mouths, and we would think twice about ordering from Takealot again.

Disgruntled customer