Takealot – Incorrect Item Delivered, Incomplete Refund, and Poor Follow-up Service

On the 3rd of April 2025, I placed an order on Takealot (Order #***) which included two items: • Volkano Falcon Series Wired Aux Headphones with Mic – R149 • TopBright Ramp Car Racer with 4 Tracks – R299

The order was meant to be delivered on the same day. However, the delivery driver contacted me just before 5 PM, and when they couldn’t reach me, the delivery was cancelled and rescheduled for the following day.

Upon receiving the package, I was shocked to find that the contents were completely different from what I had ordered. I immediately contacted Takealot to query this and was advised to log a return, which I did under Incident Ref#: MRRN-7MXPE-9Q4O. The incorrect item was collected on the 7th of April, and on the 9th I received a refund of R149 – only for the headphones. However, the R299 refund for the TopBright toy was not processed.

I followed up on the 10th of April and received a response from Simone D requesting information about the condition of the item upon delivery, which I promptly provided. Unfortunately, I never received a response after that.

I followed up again on the 16th of April under Ticket Ref#: ***6. Coceka.J informed me they were following up with the returns department, but once again, no further feedback was received. On the 19th of April, Zikhona.K claimed the returns team had not received the item – which is confusing, as I never received the correct item in the first place.

On the 20th of April, I spoke to Nazly.V, who advised that the issue had been escalated to the warehouse for further assistance. It is now the 23rd of April, and I have still not received any resolution or meaningful feedback regarding my outstanding refund of R299.

This experience has been frustrating and reflects extremely poor customer service. I have made multiple attempts to resolve this through the proper channels and have been met with delays, miscommunication, and a lack of accountability.

I request immediate resolution of this matter – specifically, the refund of the outstanding R299 and a formal apology for the inconvenience and poor service.