Takealot's service destroys small businesses

I purchased an ASUS laptop from Takealot in March 2022. The device is used to run a small, web development business.

The laptop was booked for repairs on multiple occasions with Pinnacle over the past three months. The repair centre and manufacturer ultimately decided to refund me for the device and a credit note was issued to Takealot. While I didn't receive a copy of the credit note, a reference number was provided. Takealot is supposed to refund me for the full purchase amount.

It has now been two weeks of back and forth with Takealot, having to constantly follow up with them only to be told the same story over and over again. Takealot claims that they are awaiting feedback from Pinnacle and ASUS. I have reached out to both parties and they don't have any record of correspondence from Takealot.

My frustration came to a boiling point yesterday when I requested to speak to a Takealot supervisor within the Supplier Warranty Department. I was advised that someone would call me back within 2 to 3 hours since remote working doesn't allow for transfers of calls. I waited until 16:00 (called in the morning) and then followed up with Takealot again. The agent advised that I should receive feedback by latest 19:00 that day - again, no one got back to me via email or call.

I followed up again this morning. The average wait time to get hold of someone is 8 mins. Each call to Takealot feels like starting the process from scratch and each agent promises feedback with no follow-through.

I have now been without a laptop for nearly 5 weeks, unable to run the business, generate income and service, my customers. It has resulted in some clients finding alternative service providers (i.e. loss of income) and also negatively impacted the relationship with existing clients.