Sadly disappointed with Takealot.

I’m a loyal customer of Takealot who buys from them more than once nearly every month. Have always been satisfied with them until most recently when I ended up sadly disappointed in them. On Nov 20th, I purchased 4 items with them and my order was (as expected) promptly delivered at the Takealot Pickup Point in Sunnyside the very next day. Collected the parcel and on opening discovered that one of the 4 items purchased was missing. I didn’t waste any time and e-mailed Takealot the very same evening informing them of the missing item. I followed all of their requirements and received a response email from a Yanda S informing me that Takealot will check with the warehouse and will come back to me ASAP. At this stage I wasn’t worried at all seeing that this was my first time in years of being a loyal customer that I had such an issue. And also in my mind I had excused this “mishap” as them being very busy as it was during the Black Friday sales. I waited for their follow-up until 29 November when instead of a follow up towards my enquiry, I received an email asking me to review my order (which included the item I never received) . I then emailed them again asking for a follow up on my complaint and was asked by Yanda S to furnish MORE DETAILS regarding the order. I did as requested and again I was made to wait for Takealot to do their investigation. On 4 December I received another email from Yanda S informing me that: “we have investigated each point of the order from payment to delivery handover and can confirm that the item was successfully delivered, therefore we cannot create a replacement/credit.” I take this as Takealot practically accusing me of trying to **** them of an item (Rimmel Mascara) worth a measly R99 while I have made purchases worth over thousands of rands from them. To say I am extremely disappointed in them is an understatement. How do I again have faith in their business and that my money/patronage is safe with them.