Reluctant to facilitate refund

I don't know who else had a similar experience with Takealot. In March this year, I purchased a Dell G15 laptop online from Takealot. A month later, the screen failed to turn on, although the keyboard backlights were working. I immediately logged a return request. However, the following day, the screen unexpectedly started working again, so I decided not to proceed with the return.

Unfortunately, the issue reoccurred early last month. This time, I submitted a return request and dropped off the laptop at a Takealot pickup point. During the return process, Takealot requested the password for the laptop, which I provided. While tracking the progress of my return, I noticed an update stating that the product was "in transit to the merchant." This status remained unchanged for over seven days. Eventually, I received an email advising me to contact Dell directly for assistance once receive the laptop back.

This response left me frustrated because I purchased the laptop from Takealot, not Dell. Takealot then instructed me to log a call with Dell’s IT specialists. They provided contact details, but these were problematic; the calls were handled by an AI system that never transferred me to a live agent. After further effort and research, I found a Dell call center agent with a 011 number, who then directed me to a UK WhatsApp number. While this WhatsApp service was slightly more helpful, it required me to perform troubleshooting steps that felt beyond the scope of a regular customer.

Eventually, Dell offered to replace the LCD panel. However, I declined this offer and requested a full refund, as I had lost confidence in the laptop's reliability. Dell asked for an invoice, which I provided, but they informed me that refunds must be requested through the retailer, as it is a second-party transaction.

I attempted to contact Takealot again, but their calls went unanswered. Furthermore, Takealot does not provide any direct head office contact details online, which made it impossible to escalate the matter further. Out of options, I lodged a formal complaint with the Ombudsman and am now awaiting feedback.

This entire experience has left me extremely disappointed. As a customer, I expected Takealot to handle the return and resolution process, as the defect occurred within a reasonable period after purchase. Instead, I have been passed from Takealot to Dell, neither of whom has provided an adequate solution. Takelot, I am simply requesting a full refund for the defective product you sold me.