Takealot - SMEG Kettle

Horrible service shocking I'm so irritated.

I bought a SMEG kettle from them and not even 13 months later the top lid doesn't work property and the top metal section is rusting.

So I call Takealot to lodge a return as my item has a 24 month guarantee

21/12/2019 – return was logged

22/12/2019 – kettle received at Port Elizabeth warehouse

02/01/2020 – return received in Montague Gardens

09/01/2020 – kettle in the process of being sent to the seller for further evaluation (why did this step from 2nd take so long??)

11/01/2020 – kettle safely delivered it to our supplier

13/01/2020 – SMEG JHB called me to confirm what’s wrong with the kettle

15/01/2020 – I get an email to state “return has been sent to the supplier and is being assessed” – why send this email?? On the 11th you stated it was delivered to the supplier, 13th supplier called to query what all is wrong.

24/01/2020 – it’s been 21 working days this is accordance to how long they said it will take for the return process

31/01/2020 – I call to find out where my kettle is – they are still awaiting feedback from the supplier as to when it will be returned – they acknowledge they send emails and then rely on supplier to respond – so no follow up from their side triggered if it goes out of the SLA

01/02/2020 – they send a email stating “Our team has followed up with the supplier and soon as the supplier responds is when we will respond to you.”

03/02/2020 – I call get the response they’ll send another email – I lose my patience they let me hold for probably 10 min and confirm it’s at their DC warehouse and it will be returned

06/02/2020 – I call to find out when can I expect my kettle do they have a waybill number – this lady tells me she’s not sure if it’s received at the DC warehouse as yet???? – what the heck

07/02/2020 – they respond to stating they are now awaiting Skynet to receive the item - so now it’s at the DC but they need to hand it over to Skynet (they are in the same warehouse – process I’ve found out is Takealot creates waybill then walks over and hands it over to Skynet and they continue to deliver the actual item

12/02/2020 – I call again as I’m the only one following up on this return – I manage to get a waybill – track it it’s sitting at DC from the 6th – SO DC has not given it to Skynet – 6 days and they have not done it.

So 53 days later and I don’t have a kettle – I also don’t have any feedback on my question I raised 21 January if my guarantee will be extended on the parts that was replaced.

I will never ever buy a higher value item EVER from them again they have NO aftersales service and their responses are shocking. No accountability taken.