Unresolved Issue and Poor Customer Service

I am now a very dissatisfied customer. I placed an order for my daughter, who asked for a doll's pram. When the parcel arrived and we opened it, it was not the item we requested. Instead, we received a small doll's pram with a handwritten price tag reading R197.

For your reference, the first image attached is what we originally ordered, and the second image shows what we actually received.

On January 13th, 2026, I requested a return. After the item was collected, I was advised that my return was rejected because there were no defects. The item was then sent back to me. I subsequently logged another query and called to clarify that I did not return the item because it was defective, but because it was not the correct item. Despite multiple calls and logged complaints—each time speaking to a different representative—I have yet to speak to a manager or get a satisfactory resolution.

What is most unacceptable is that I received an email questioning my integrity, stating: "Thank you for your response regarding your return claim for the Pink Foldable Doll Stroller Toy With Wheels. We have received the item you sent back, but please note that it has a price tag attached. Our products do not come with price tags, which suggests that the item returned may not be the one originally purchased from us."

This is completely unacceptable. As clearly evidenced, I did not receive or return the correct item. The assumption that I exchanged the correct item for another that Takealot does not stock is unfounded and unfair.

As of today, 11th February 2026, I have yet to have a manager contact me, and this matter remains unresolved. It is evident that Takealot is more focused on retaining customer funds from incorrect deliveries than on providing honest and effective customer service.

I demand immediate escalation of this issue and expect a prompt resolution.