Takealot shifting the blame - very weak customer service

I bought a Hisense television online from Takealot. However in May 2024, the TV just didn't want to power up. The TV was still within its warranty period and I logged a return on their online system.

I logged the return on the 19/05/24 and the TV was collected the 20/05/24. The TV was packaged by me, I made sure to secure the package adequately by making use of bubble wrap and cardboard as well as foam. I indicated on the package that this was a TV and that it was fragile as well as indicating which side the screen was on.

The TV had no physical damage when I handed it over to the Takealot teams courier service.

I received an email on the 23 May 2024, Takealot acknowledged receipt of my TV, wherein it was stated that my TV was received and evaluated. They indicated that they require all the accessories and then sent the couriers to collect it. By then there were no mention of any physical damage. So that already confirmed that my TV was received in a good condition.

However on the 28 May 2024, Takealot sent me an email informing me of not packaging the item correctly however I provided Takealot with pictures of the TV before the couriers collected the TV from me. They informed me that upon arrival of the TV at the takealot warehouse in Johannesburg the TVs LCD was cracked.

I am appalled by the manner in which my query / matter was handled. It clearly outlines the weak customer service of takealot and their manner of just simply shifting blame and not taking responsibility. Different employees sending and communicating different messages and contradicting themselves.

What frustrates me even more, is the fact that I had received a call from Takealot on the 13 June 2024 at 9:42 am in which I was informed that I would be refunded into my Takealot account. Instead thereafter I received another email stating again of damage and that the TV would be returned.

I am extremely frustrated and agitated by Takealot and as a last attempt to resolve the matter, I had then decided to email the management of Takealot. I received a reply to say they will review the matter and come back to me with a solution. However on the 26 June 2024 they sent me an email to say the matter had been reviewed and that the declined decision still stands. They provided me with the details for the Good and Services Ombudsman.

On the 12 August 2024 Takealot emailed me to say the broken TV will be returned to me. So on the 26 August 2024, the broken television was returned by DPD couriers to me without all the accessories.

Now that the TV has been returned and I know that Takealot actually has no intention to resolve my matter amicably, I will be proceeding to further also lodge my complaint with the Goods and Services Ombudsman as well.

I am highly unsatisfied with this matter, as I feel that this was not a fault on my part and the fact that Takealot can just decline even though the damages occurred in transit after the return left my home with the couriers they had contracted.