Unresolved iPad Return – Faulty Device, Delays, Privacy Concerns, and Poor Service

I am extremely dissatisfied with the way Takealot has handled my iPad return (Apple iPad 11 inch A16 Wi Fi 128GB – Blue). I returned the device because, after only two days of being delivered, the screen became completely unresponsive. I could not even remove the PIN from the device myself and had to write it down for Takealot’s team. Despite this clear product fault, it has now been over 13 days since the device was collected, yet my refund has not been processed. I have sent multiple emails, screenshots, and even provided the PIN, but the issue remains unresolved. Takealot’s technical team repeatedly insisted on access to my personal Gmail account in order to reset the device, which is both unnecessary and a violation of my privacy rights under POPIA. I made every effort to remove my accounts remotely, but Takealot still claims the accounts are not unlinked. This raises serious concerns about competence and transparency, especially when non technicians in the informal market can reset iOS devices with ease. The lack of communication and siloed handling between staff members has caused significant frustration. I have had to chase updates constantly, and the responses I received were repetitive apologies without real progress. Meanwhile, I urgently needed the device for my studies, and these delays have caused me severe inconvenience during exam time. I expect Takealot to: • Process my refund immediately. • Stop requesting access to personal accounts, which is unacceptable. • Provide a clear explanation of why their technical team cannot resolve such a basic issue. • Commit to better communication and accountability in handling customer returns. If this matter is not resolved within 15 days, I will escalate it to the Consumer Goods and Services Ombud (CGSO).