TAKEALOT ****S, SELLING **** MICROSOFT OFFICE SOFTWARE

We ordered Microsoft Office 365 software from Takealot on 15 Jan 2025, as we do every year in terms of license renewal. The price was bought at cost of R1198. But instead of the licensed Microsoft product, this time WE RECEIVED BROWN ENVELOPE. Since we didn't understand the reason for the brown envelope, we opened it. We found a plain white paper printout instead with text typed purporting to be a Microsoft Office Key. Realising that this was not the authentic Microsoft product advertised by Takealot.com, we were suspicious and decided not to use it. We immediately notified Takealot that we want to return it, explaining the suspicious item. The return was scheduled and collected the next day. On receiving email confirmation from Takealot that the item had been received and that we would be refunded, we decided to buy the licensed product from our local PC store at similar price. The product we bought was properly packaged in a sealed, Microsoft-brand box. We proceeded to use this product. On 17 Jan, we received an email from Takealot saying that our request could not be accepted because the item is "non-returnable". We sent a follow up mail and made a follow up call on 18 Jan, explaining that the issue with the item was irregular and therefore could not be treated as a normal return. Also, that we had bought the same product elsewhere and not used the key in the brown envelope (which could be proven). We were told that the matter would be escalated. In the week that followed, we made daily calls to pursue the matter, but were told that the item had already been sent back to us and any consideration would have to come after we received it. On numerous occasions, we were told that the item was on the way to us in Durban (from Joburg). On Friday 24 Jan, after stressing the need to have more serious engagement with a Takealot manager on the potential ***** and delay in resolution, the agent confirmed that the item was actually still at the Takealot warehouse; so in fact not on its way to us! We are left frustrated and out-of-pocket by the failure to address this blatant *****, whether by the supplier or internally at Takealot.