Takelaot – Faulty Lexuco Stove & Incorrect Product Photos

I am writing to formally lodge a complaint regarding the Lexuco stove that I received as a birthday gift on 12 July 2025.

Upon unboxing the stove in early August, I noticed a small dent inside the oven on the back left-hand side. Despite this, I used the stove only a handful of times before a more serious defect appeared: the top panel of the stove where the plates are fitted began to sink in, making the cooking surface uneven and unsafe to use.

I returned the stove to Takealot, expecting a replacement or refund under your returns policy. However, my request has been refused. Furthermore, I have now been sent pictures of a stove with marked and damaged plates – which is not the condition of the stove I returned. This raises serious concerns about the handling and assessment of my return.

I would like to stress the following:

The stove was defective from the time of unboxing (the dent in the oven).

The fault with the sinking top occurred after only minimal use, showing that the product is not of acceptable quality or durability.

The photos you have sent me do not reflect the stove I returned, and I request clarity on this matter.

In line with the Consumer Protection Act (South Africa), I am entitled to a replacement, repair, or refund for defective goods. I therefore demand that this matter be resolved urgently by either:

Providing me with a new replacement unit, or

Issuing me with a full refund.

If this issue is not resolved within 7 working days, I will have no option but to escalate the matter further, including lodging a complaint with the Consumer Goods and Services Ombud (CGSO).

I trust Takealot will act in good faith to resolve this matter fairly.

Kind regards, Taryn Neethling