Terrible Customer Experience

Takealots customer service sucks. I placed an order with them on 25/11/22 and received a delivery date of 02/12/22. This date passed and on the 03/12/22 I contact them to find out why the delivery had not happened and why there was no communication around this (the delivery date was still set for 02/12/22) The problem here is my son was catching a plane to the coast on 04/12/22 and one item delivered is for him to take with.

I spoke to a client care advisor who said they will come back to me. When this did not happen, I called again, only to get the same story that somebody will come back to me and that they are waiting for stock on one of the items I ordered.

I then called again asking if they could split the order and I would even pick up the item I require as it was already @ the warehouse close to me. I was advised the call center agent would check if this can be done and once again "come back to me" After waiting (time now getting short), I called again only to receive the same generic response from the call center agents about "How they are sorry this has happened" and "customer service is important"

This is now about the 6th call center agent I have spoken to. (Still waiting for the other 6 to come back to me since 9 am and it is now 14:45, along with me trying to follow up with a supervisor on the floor; of which none are available to resolve anything; I then receive a message back from the advisor saying they can't split the order. I do not understand why this can't be done as it should just be a simple admin function.

Well the crux of everything, I receive a mail on 05/12/22 stating the the items they have been waiting for; and why I could not collect my order; has been "lost in transit" (We're sorry to let you know that your parcel has been lost in transit and we're unfortunately not able to deliver the following items:) So now I am in the exact position I was on Saturday when I could not get the order to being able to get the order at your convnience

Takealot has gone from a company that really did their all to achieve a great customer experience, to a company that does not care about 1. Putting their clients after their agenda even at the clients expense as I now have to pay to courier the item to my son 2. Disregarding communication to the clients when they miss their deliveries 3. Having a call center that has no purpose as they are not able to resolve simple queries