Takealot Customer Service Experience

On the 29th of February, I received an item that I ordered from Takealot. To my surprise the item in the box was not the one on the description as the one on the website. It was an old, dirty and damaged item with scratches on it. I immediately logged in a request to return the item to either get a new TV or a refund. From there onwards I have been experiencing a nightmare with Takealot and their customer service. The product was declined twice on the basis of my complaint that the item was (1) Damaged, (2) It had scratches, (3) there were no accessories accompanying the product as listed in the description, and (4) The serial number on the box does not match the one on the TV. I have lost close to R8000 because of this ordeal with no support from Takealot.

I have been trying to resolve this matter for close to a week with no clear direction. I have requested for this matter to be escalated and I was met with silence. I requested for an investigation or enquiry to be opened to get to the bottom of this, still I was met with silence. I do not understand how a company as reputable as Takealot would allow this to happen, especially one that prides itself in its “quality service experience”.

What’s even more worrying is that Takealot does not seem interested in trying to find out what happened nor interested in resolving this issue. I have contacted every customer care line and even the Head of Customer Service & Experience. Still nothing.

Truly disappointed with Takealot and its customer experience.