Takealot Pickup Point Complaint – Collection Fee Refund Request

I paid for collection of my order and received confirmation that it was ready for pickup today (03/04/2026). I then drove approximately 20 minutes to the selected pickup point, arriving at 17:00, only to be told that the location was closed.

This is unacceptable for the following reasons:

1: I was told that the pickup point operates until 19:00. 2: I incurred unnecessary petrol costs and wasted time traveling to collect the order. 3: I specifically paid a collection fee, yet the service I paid for was not available when I arrived. 4: There were still cars outside and Takealot delivery bikes waiting, which indicates the location was not fully closed or at least still in operation in some capacity.

If pickup hours vary, this must be clearly communicated at the time of selecting the location. Customers should not be placed in a position where they pay for a service that is not accessible when they arrive.

As a result, I am requesting a refund of the collection fee, as the service was not rendered as expected.

Please confirm how this will be resolved.