TakeAlot.com - Unacceptable Delivery Experience - Small Business Impacted

I ordered a product from Takealot.com because it was clearly stated as in stock, with delivery promised by 23 August 2024. Until midday on the 23rd, the website still confirmed this delivery with the status "shipped." Later in the afternoon, the delivery date was suddenly moved to 26 August without any notification or explanation.

I discovered the date change only because I was constantly checking the delivery status due to the urgency of this product, which was a replacement for a key machine in my small startup business that had broken down earlier that day. I called the delivery department, explained my situation, and offered to collect the item myself as I needed it as soon as possible. They then told me it was somewhere at a branch in Johannesburg, but couldn’t provide any further details—an explanation that seemed both ridiculous and untrue.

I requested escalation and a clear response but was instead told that the product would be delivered on 26 August at the earliest, with no further explanation. Despite emphasizing that this was not a luxury item but essential for my business, my request to speak to a higher manager was ignored, and I received no further communication. I also contacted the information desk and received a reply that they would look into this. However, I did not receive any further updates or replies to my follow-up emails. I tried phoning the delivery department again close to 5 pm but this time it went to an automated message, stating that due to the COVID pandemic, agents are working from home and only reply to emails. What? It is 2024.

The delivery date should be clearly stated as an estimate, and it’s unreasonable to let customers down without even the courtesy of an SMS, email, or call regardless of the small print. This situation has had a real impact on my business, and the lack of communication from Takealot is unacceptable.