Not taking responsibility, blaming suppliers

Dear Takealot Customer Support,

I am writing to formally lodge a complaint regarding my order placed on 10 February 2026, which included two sleeper couches that were advertised as being on promotion and in stock. The delivery was initially scheduled for 20 February 2026.

On 18 February, I received communication that a swim tube included in the order would be delayed. After contacting your support team, I was advised to split the order, and I was informed that the couches would then be delivered on 23 February 2026.

However, on Friday thereafter, I received notification that the supplier had no stock available and that the couches had been cancelled. This was extremely disappointing, especially considering that: 1. The couches were confirmed as available at the time of purchase. 2. The payment had already been deducted from my bank account. 3. After the cancellation, the couches continued to appear on your website as available and in stock. 4. On 23 February 2026, the couches were still listed for sale (although no longer on special). When I contacted your support team again, I was told that the supplier had no stock. I also requested to formally lodge a complaint and was informed that this was not possible, which is unacceptable.

I have the following concerns: • Misrepresentation of stock availability. • Cancellation of a paid order despite the product remaining listed for sale. • Refund being processed to my Takealot account instead of being returned to my original payment method. • Being denied the opportunity to escalate or formally log a complaint.

I request the following: 1. A written explanation for the cancellation of the couches while they were still listed as available online. 2. Confirmation that my refund will be processed back to my original bank account, not as store credit. 3. Escalation of this matter to a supervisor or customer relations manager. 4. Confirmation that a formal complaint has been logged.

I trust that this matter will be treated with urgency and professionalism. I look forward to your prompt response.