Return Exceeded Service Level Agreement With No Resolution

I am submitting this complaint due to an unresolved return that has exceeded the stated Service Level Agreement (SLA), with no valid resolution provided.

The item was collected from me on 11 December 2025 and received at the merchant evaluation facility on 18 December 2025. According to policy, the merchant evaluation Service Level Agreement is 21 days, which expired on 8 January 2026.

Despite the SLA expiring, no outcome was communicated within the agreed timeframe. Instead, after 8 January 2026, I began receiving vague and speculative responses referring to a possible replacement and an undefined future delivery date. I did not request a replacement and clearly indicated that I am no longer interested in one. These responses fail to acknowledge that the matter is already out of SLA and do not constitute a resolution.

Furthermore, I was informed by a Takealot agent that an email had been sent to me on Wednesday, 7 January 2026. No such email was received, and there is no record of this communication. This information is factually incorrect and raises further concern about the accuracy and reliability of the handling of this case.

At this stage, the issue is not merely a delay but a failure to adhere to the stated Service Level Agreement, provide accurate information, and offer a clear resolution. Continued deflection toward an unrequested replacement and indeterminate timelines is unacceptable.

I am requesting escalation to management and the immediate processing of a refund, not a replacement. The prolonged delay, misinformation, and lack of accountability have exhausted my patience and left me with no option but to escalate this matter publicly.