Pathetic Service from Takealot.com

I am absolutely appalled at the service received from Takealot.

I purchased an item in December - Anitivirus TOTAL SECURITY. I was not aware that they had sent me the incorrect product being INTERNET SECURITY as the packaging looked similar and i was an unsuspecting customer not thinking that they would be so *********** to send me the wrong item.

I only saw that it was the wrong item when my system told me the key im inserting is for INTERNET SECURITY AND NOT TOTAL SECURITY.

I immediately let Takealot know via their returns option. This was 10 Janaury. IT is now 30 January and the matter has still not been resolved.

Since 10 January the correspondence has just been pathetic. I told them what had transpired in my initial request. I told them what the product was and that it was opened because i did not know it was the wrong item. I received a series of emails from different customer service agents, saying different things and often requesting the same information i had already relayed previously.

I was told they will collect the item and replace it with the correct item (if they have stock) if not then they will credit the account.

A series of back n forth requests kept ending in a customer service agent CLOSING THE CASE with some nonchalant response.

I kept having to relog the return.

TODAY they tell me i wont get a refund because i must refer to their terms and conditions aka i cannot return a digital product that was opened.

NOW WHAT THE F man.

I have asked for a manager to contact me on so many occassions, the customer service agents ignore my requests and just keep closing the case.

I cant get hold of them telephonically and their is no office that i can go to to speak to someone in person in Port Elizabeth, so i can only rely on their stupid returns system generated emails.

Below is my response to them today, I guarantee that a customer service agent is going to close this case again with a response of " check the terms and conditions"

This is really pathetic service from Takealot. I am an avid shopper on their site, i have purchased so many items from them but when it comes to returns their are always issues with them. This really does not sit well with me and i feel more frustrated at the lack of customer service experience.

.As stated in mu initial returns request on this product, i only saw that you sent me the wrong item once i tried loading it. I explained that in my initial returns request as i purchased TOTAL SECURITY but takealot sent ne INTERNET SECURITY. The packaging looks similar and i was an unsuspecting customer (not thinking you would send me the wrong producy).

I have had nothing but disappointing service regarding the return of this issue. I have requested that someone from management calls me to sort this matter out but instead i keep getting nonchalant responses from backoffice staff and they keep closing the case.

I have no need for the INTERNET SECURITY as i needed the TOTAL SECURITY. Takealot has dragged their feet regarding the return so i purchased the correct TOTAL SECURITY in the interim because i do not want my pc to ne at risk.

For you to take my initial request and battles i've had regarding this issue and nonchalantly tell me its been declined is really outrageous.

Please can i have this issue resolved.