Returns process POOR and misleading turnaround times!

Takelot.com's product returns process is not as simple as they pretend it to be?

Product was delivered on Friday 5 June 2020, but was damaged and quality of the product was not very good. On Sunday 7 June 2020, I logged a Return Request on their website. Received a confirmation e-mail with the Return Request Number and within this e-mail, the following turnaround-times are specified:

1. Collect / Drop-off - 1-2 days 2. Inspect return - 1-3 days 3. Credit / Replacement - 24Hrs

At least the collection of the product was very quick - they collected the following day on Monday 8 june 2020, at 11:50am. However, from this point onward, the whole process became very frustrating. Later this afternoon I received an SMS from Takealot stating that they were unable to collect the item and will re-schedule, which was confirmed by SMS, for the following day - AGAIN even though the item was already collected. So I initially thought I'd leave it as it might only be a system error......NOPE!

On Tuesday 9 June 2020 another driver showed-up to collect the item and I explained to him it was already collected the previous day. He advised he will sort it out.........NOT THE CASE! Later that afternoon I received another SMS stating the same, that they were unable to collect and will re-schedule collection for the following day, 10 June 2020. So I decided to send an e-mail to Takealot to find out what is going on and what happened to my item. The only response I received was that their system was updated and I will receive confirmation when the item has reached their warehouse - keep in mind this is now 2 days since they collected the item. Then I hear nothing from them, no confirmation and their website only states that my item is scheduled for collection.

So finally on Friday 12 June 2020, I had to send anothter two e-mails to them to try and find out what is happening with my return as there are no updates on their website. Eventually, late Friday afternoon, someone masqerading as a "shopping assistant" or "customre care assistant"decided to grace me with their reply. So it turnsf out that my item did reach their warehouse, on Friday 12 June 2020 - FOUR DAYS AFTER BEING COLLECTED AND THEIR CAPE TOWN WAREHOUSE IS ONE HOUR'S DRIVE FROM ME!

So, it took them four days to transport the item from the area I reside, to their warehouse which is only an hour's drive away - GUESS WHAT - refund will take another 3 - 5 business days but hey, sorry for your inconvenience as stated by their masqerading "shopping assistant"! Takelot is TRULY passionate about CUSTOMER CARE right!! They state that in their e-mails when they want you to provide feedback regarding interaction with on of their employees SO THEY MUST BE VERY PASSIONATE ABOUT CUSTOMER CARE!

I think the above CLEARLY shows otherwise. Up until now I'm still waitin gfor my refund and nobody even had the decency to advise why it took four days for an item to be shipped to their warehouse an hour away.

TAKEALOT, THIS IS HOW YOU LOSE CLIENTS!!!! POOR SERVICE!!!!