Poor customer service at Takealot.com until one employee stepped up!

To whom it may concern

On the 22 August I restarted my phone and after the restart the screen was flashing and I was unable to use the screen, it was not responsive. With no way of being able to get to the settings of the phone to see if anything could be done to fix it from my side, I decided to reset the phone (I had tried already to plug the phone in to remove photos and anything else I could on the phone so as to no lose it when I reset but sadly I could not access anything on the phone). I reset the phone and the issue was still ongoing (the screen flashing) so I decided to return the device to be fixed and seeing as the phone I purchased was less than 2 months old I decided it was best to return it to Takealot.com as I have returned things before and with the new pickup/drop off point literally down the road from me, I thought I could try out this new way to return as I have not done it this way previously.

I was informed on the 23 August by Busisiwe that my return request was be denied, siting the reason "The item it was reset with google account, need the previous google account that was previously used before it was reset. ". I rep**** shortly after reading the email asking for her to please explain what this meant and that it is an invasion of privacy and a security risk for me to give them my google account. No word from Busisiwe.

Then after querying again, Babalwa contacts me and informs me they have forwarded my response to the returns team and with "revert back to you" when they have received feedback (Still waiting). Babalwa mentioned that the returns team has confirmed that they have shipped the returned product back to my via skynet couriers (No address was asked where it should be sent, no tracking number given as well). After I queried what is being done about the phone not being in working order I received the cut and paste of "The item it was reset with google account, need the previous google account that was previously used before it was reset. " After informing Babalwa of this being unacceptable and complaining about the service I have received, I was then told that the "returns team had to decline the return and send the item back to you so you can remove the account." and that I am welcome to log a new return once I have removed the account(Which was done before I logged a return for the device regarding the reset). I told Babalwa that the account was removed and I do not have any tracking for the package, I have heard nothing from her, quite unhelpful.

5 Days later I log ticket querying what is happening. A response from Somaya saying that they apologise for keeping me waiting and that they are chasing up the relevant parties and promise to get back to me with a resolution ASAP (I am still waiting).

I decided to phone Takealot.com and spoke to a "Bihana", I expressed my dissatisfaction with the request of my Google account needed by Takealot. When I asked her if she would be fine giving her account away to people she does not know she admitted she would not feel comfortable, I have not heard anything from "Bihana". After not hearing anything more I phoned again (Friday 30th August) and spoke to Taufeeqah, she was apologetic and said she "will escalate this to our returns team" when she receives feedback she will create a manual delivery of my return (I am not sure what that means, but whatever it is I have not heard anything back from her). Monday the 2 September I phone again to find out what is happening and I spoke to a Carol and she said that she will "escalate the issue to the relevant department." I suggested to Carol on the phone call that Its probably easier to get a refund than possibly get this issue again and she agreed.

On the morning of the 3rd of September I phoned once again seeing as Carol had let me down and not contacted me. I now spoke to Sheeham, she was sympathetic as were the other ladies, but I gave her the same story I did everyone else, except with the growing number of people i have dealt with now up to 7. She informed me she would contact skynet and get back to me when she had more information,which she did! She informed me the parcel was delivered to the Takealot pickup point but seeing as it wasn't collected (I never received a notification it was there for collection) it will now be shipped back to the warehouse and she asked the warehouse to notify her when it arrives so she could log a refund for me and see what they say, she would also send all my correspondence with (Might have been to Busisiwe or Babalwa). She informed me that the worst situation was that it will be sent back to me and I will have to log a refund and resend the device back. I did mention that if the device is still not in working condition I wont be able to "take the Google account off" as I do not have the means to do so without a functioning screen, if the screen is working I will gladly remove the account and send it back, Google account removed.

After a couple of days (of Sheeham staying in touch,like she promised where the other consultants couldn't be bothered) Informed me of the good news that I will be able to receive a refund. After 15 days of phoning Takealot (wasting my own money), Sheeham was the one who told me the great news! She was absolutely amazing! She needs to be commended for her service in regards to my refund. I extend a heartfelt thank you to her as she was very understanding and professional in dealing with this situation, where the others didn't seem to care. I understand that products might break etc. but the customer service i received from everyone but Sheeham was below par and not professional. She was a shinning example of what customer service at Takealot should be.