Terrible Customer Support Experience | Faulty Product & Delivery Issues

My latest experience with Takealot has been shocking.

I pre-ordered a PS5 on 01/12/20, it was then sent out for delivery on 30/12/20 which was great as it shipped 4 days earlier than expected. This is when I encountered my first issue, I happened to check the delivery status of the console in the afternoon of the 30th only to see it had been marked as delivered and signed by me as having taken delivery, which was not the case. I contacted customer support and they got hold of the delivery driver who said they had called me (which they did not) and had delivered it to an address they thought was mine. They had then handed the console over at the wrong address and never once confirmed who the delivery was for. After going back and forth with support, we found the address that it had been delivered at and I had to go and pick up the delivery myself. I was annoyed but at least I now had my console which I had been waiting for a month for.

After setting up the console it was immediately clear the device was defective as it was unable to play any games and crashed and restarted upon trying any game (This was very upsetting but not a fault of Takealot). After going back and forth with Sony/Playstation SA I was told to contact the seller (Takealot) and begin the replacement process with them as the device was covered by warranty.

I contacted Takealot asking what process I must follow in order to replace the device, they then automatically created a return ticket, I queried how long the process would take, knowing there were stock limitations, and I was assured it would take +- 10 days which was inline with Sony's warranty process when replacing defective consoles.

The device was picked up and delivered back to Takealot, they reported that the console was indeed faulty and asked if I would like a replacement, a refund, or for the device to be sent for repair. Upon this time I was made aware there was no stock of the PS5 and that I would either need to send the device to be repaired or have my account credited. I requested that the device be repaired as I knew this would be covered by the warranty and the console should be replaced. I recieved feedback from Takealot that they were following up with their JHB warehouse and would get back to me.

Later that evening I received an automated email stating my Takealot account had been refunded for my purchase, which is specifically not what I requested. I followed up with Takealot support again sharing my frustration and asking what my options were. I then received a email 3 days later from the support consultant, who completely ignored my frustrations and questions, but instead told me they had "great news" in that they can confirm they have no stock of the PS5 and are unaware of when they will be receiving stock... *** is that!

All I asked was that the console was sent for repair, as stipulated in the warranty policy. Takealot gave me this option, I said I was happy for it to be sent in for repair and then they seemingly acted in bad faith, ignored my request and refunded me to wash their hands of the situation...

I have sent requested to be put in contact with Customer Support management at Takealot, I have not gotten a response but will update this ticket should I receive feedback.

This is highly disappointing seeing as I have been a loyal Takealot customer for the past 9 or so years.