****s, ****mers and ******* :Hassle-free exchanges and refund is a lie

On the 18th of November 2023 I made an order on the Takealot app for a memory foam back & hip support seat rest.

The product got delivered on the 21st of November 2023. The product was rolled up and packaged in clear plastic wrapping. Upon opening the package I found that the product was not able to provide the support I needed for my spine. It was too thin and not comfortable.

On the 22nd of November 2023 I logged a return on the app and the product was collected on the 23rd of November 2023.

When I checked the progress of the refund on the app on the 24th of November 2023, I saw that my refund had been declined. I called Takealot to enquire why it was declined and I was told that it was due to specific criteria not being met in line with their returns policy. When I investigated further they told me that the seat rest that I had returned was not in the original packaging.

I explained that the chair/ cushion was rolled up and in plastic wrapping which I had to cut in order to get the product. Therefore it is impossible to tell whether or not the product will be suitable without removing the plastic wrapping. I also stated that there were no stickers or labels on the seat rest. There were no accessories attached. It was a just cushion that was rolled up.

I also don’t understand what they mean that the item was used when the return was logged a day after delivery.

After numerous calls to Takealot, a consultant asked me to "please provide us with the images of the item/chair so we can see how it was wrapped when it got to you".

This was a ridiculous request and expectation!!! When I received this package I did not foresee or know that it would be uncomfortable and not suitable to cater for the specific need I had ( which was to support my spine). I therefore did not take photos of the product when I received it.

Why do they send packages in clear plastic wrapping if they know it will be an issue when a refund is requested? Why are these not packaged in a box like other products? This is just another way that Takealot is trying to **** people and not refund their monies.

They should ensure that their suppliers package their products in a way that is aligned with their returns policy so that customers are not disadvantaged.

When I spoke to the consultants on the call she also stated that the return policy was unreasonable as it was impossible to determine whether or not a product would be suitable without opening it.

I left a review on the app but it seems even that needs to be approved before it can be published which speaks volumes about transparency at Takealot. The review is not shown because it is not in favour of takealot.

I would not recommend buying anything through this company as their service has drastically dropped over the years and they are unreliable.